If a colleague has lost the phone with their authenticator app, or their passkeys, and has no recovery codes left, the company's owner or an admin can reset their two-factor. Their password is not changed. At their next sign-in they set two-factor up again.

Who can do this

  • Company role: Owner or Admin — whatever your role in the workspace.
  • Only an admin can reset the owner's two-factor. The owner cannot reset their own; nobody can.
  • Not for someone who also belongs to another company. Two-factor belongs to their account, so Bizomate support resets it instead.
  • At most once in 30 days for each person.

Before you start

The colleague must be a member of the workspace you have open, because the reset is on its Members page. Switch to a workspace they are in first.

Steps

  1. Select your avatar at the top right, then Settings.
  2. Under Workspace, select Members.
  3. On the colleague's row, select the ⋯ button, then Reset two-factor.
    • If the ⋯ button is greyed, point at it to see why — for example "Signed in at another company too — Bizomate support resets it" or "Reset in the last 30 days — again from 1 November 2026".
  4. A box asks "Reset Asha Raghunathan's two-factor?" and lists what goes:
    • what they have set up — for example "2 passkeys, the authenticator app and 3 recovery codes"
    • They set it up again at their next sign-in
    • Every device they're signed in on is signed out
  5. Select Reset two-factor. (Select Cancel to leave it.) The button shows Resetting.

The message Two-factor reset says "Asha Raghunathan sets it up again at their next sign-in. Every device they were signed in on is signed out."

What happens next

  • Their passkeys, authenticator app and recovery codes are removed, and every session they had is signed out.
  • They are sent an email saying who reset it and when, and that their password is unchanged. A notification, "Your two-factor was reset", is waiting for them too.
  • At their next sign-in, with their usual password, they set two-factor up again.

Good to know

  • Make sure the request really came from your colleague — by phone or in person — before you reset it.
  • The reasons a reset is not offered: "Only an admin, or Bizomate support, can reset the owner's", "No two-factor set up yet — nothing to reset", "Your own is on your Two-factor page".

If something goes wrong

What you see Why What to do
Not reset — followed by a reason Something changed since the page loaded — they joined another company, or were reset by someone else. Read the reason. For someone in another company, they open a ticket with Bizomate support.
No ⋯ button on anyone's row You are a company Member. Ask the company's owner or an admin.