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Platform | How to reset user access

Updated over 2 months ago

Overview 💥

Sometimes Liongard users may experience login issues due to:

  • Forgotten passwords

  • Multi-Factor Authentication (MFA) misconfiguration or lost access

  • Account lockouts

This article provides step-by-step instructions to reset a user’s password or MFA access, ensuring they can regain access to the platform quickly.

⚠️ Important
Resetting a user’s password or MFA should be done carefully. Only reset access for authorized users to maintain security and compliance.

Why Reset User Access? 🤔

User access issues can occur due to:

  • Forgotten or expired passwords

  • MFA app unavailability (lost device, removed app, or device reset)

  • Account lockouts after multiple failed login attempts

Properly resetting the access ensures:

  • Users regain access without creating new accounts

  • MFA enforcement remains secure

  • Platform security policies are maintained

Steps to Reset User Access 🔑

Method 1 — Using the Padlock / Three Dots Icons

  1. Navigate to Admin → Access Management

  2. Locate the affected user in the user list

  3. To reset password:

    • Click the padlock icon next to the user’s name

  4. To reset MFA (if required):

    • Click the three dots (…) next to the user’s name

    • Select Reset MFA

  5. The user can now log in using the new credentials or reconfigure MFA

Method 2 — Using the Action Menu at the top on User Profile

  1. Navigate to Admin → Access Management

  2. Select the affected user(s) using the checkboxes

  3. Click Reset Password or Reset MFA at the top of the user table

  4. Confirm the action

  5. Users can now log in and reconfigure MFA if applicable

Testing & Verification ✅

After resetting access:

  1. Ask the user to log in with the new password.

  2. Verify MFA setup if reset.

  3. Confirm that Actionable Alerts and integrations function as expected for the user.

Best Practices 🌟

  • Only reset access for users with verified identity.

  • Encourage users to update their MFA devices immediately after reset.

  • Document any access resets for audit purposes.

  • Use the top menu action for batch resets if multiple users are affected.

When to Contact Support 🫡

Reach out to Liongard Support if:

  • Users still cannot log in after password and MFA reset

  • There are repeated login failures for a user

  • You need guidance on account recovery for privileged users

Include the user’s name, email, and the actions taken when contacting support.

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