> For the complete documentation index, see [llms.txt](https://docs.defguard.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.defguard.net/support-1/troubleshooting-guides/core/user-lost-access-to-their-2fa-methods.md).

# User lost access to their 2FA methods

If a user has lost their TOTP authenticator app or hardware security key and cannot log in, an administrator can disable MFA for that account to restore access.

### Steps

1. Go to the **Users** page in the Defguard web UI.
2. Find the relevant user in the list.
3. Click the **cog** button on the right side of their row.
4. Select **Disable MFA**.
5. Confirm when prompted.

The user can now log in with their password alone. After regaining access, they should set up a new MFA method as soon as possible.