in this video we demonstrate how a servicenow system administrator can reset a user's multi-factor authentication validation allowing the user to re-register the authenticator app typically an app reset with multi-factor authentication or MFA is required when the user lost access to the device that contains the authenticator app they deleted the authenticator app by mistake and there's no alternative MFA associated with the phone to unblock these users the administrator needs to perform a few steps we'll start by navigating to user multi-factor setup in the user table we want to search for the user we're authenticating in our example that will be able tutor after I identify the user we then set the validated flag as false this ensures that the user will have the option to do an authenticator app setup when they re-log in let's see this in action as the user here we'll log in as able tutor next instead of seeing the MFA validation screen we see the page to enable the authenticator app setup we download the app on our device to scan the QR code the app then generates a six digit verification code that we enter here in Click pair device and log in upon successful validation the authenticator app is now associated with our profile from now on we can use the six digit code generated by the app to authenticate on the MFA validation screen for more information see our product documentation or knowledge base or ask a question in the servicenow community