If a staff member is having trouble logging in and can't access their verification method or Recovery Code, you can disable or pause 2-Step Verification on their profile to help them regain access.
Instructions
To disable or pause 2-Step Verification on another staff member's profile, follow these steps.
- Go to Settings > Staff and select the staff member's profile.
- Scroll to the 2-Step Verification section.
- Click Remove or Pause next to the Active badge.
- Enter your own password to confirm and click Confirm.
What to Expect
The staff member's 2-Step Verification is disabled or paused immediately. They'll receive an email notifying them of the change and can log in using only their username and password. Once they've regained access, they'll want to set up 2-Step Verification again.
🩵 Jane Tip: If the staff member also needs a password reset, you can trigger one for them from their staff profile once they're back in.
Important Notes
- If 2-Step Verification is enforced clinic-wide, use Pause rather than Remove so the staff member is prompted to set it up again when they next log in.
- Any time 2-Step Verification is turned on or off on a staff profile, the staff member receives an email notification.
- Full Access staff members can disable 2-Step Verification on an Account Owner's profile if the Account Owner is locked out.