# 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.


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