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.