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How do I reset the login details and 2FA for my team members?

Lisa Kirby
  • Updated

Do you have a team member who has locked themselves out of their Deputy account?

Managers with access permissions of Location Manager, System Administrator or Advisor can reset the login details or two-factor authentication for team members in their organisation unable to access their Deputy accounts. Let's look at some common issues with logging in to Deputy:

 

I've forgotten my password or PIN

Any Deputy user can reset their own password or Kiosk PIN if they have forgotten it.

Managers can also reset the login details for their team members if required.

1. On the People tab, click on the name of your team member. Web_template_-_2022-07-04T125029.360.png

2. Click on Manage login issues.

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3. Click Send password reset email.

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4. An email will then be sent to the team member's email address with a link to reset their password. Team members can also see their Kiosk PIN displayed in the reset email.

Note: the name of the manager who requested the password reset appears in the email.

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I've been locked out of two-factor authentication

Managers can disable two-factor authentication for their team members if they have been unable to log in to Deputy due to two-factor authentication issues.

Note: this function is only available if the team member didn't opt out of this option when enabling two-factor authentication in their account. If they did opt-out then they will need to contact Deputy support directly to resolve their two-factor authentication issue.

1. On the People tab, click on the name of your team member. Web_template_-_2022-07-04T125029.360.png

2. Click on Manage login issues.

Web_template_-_2022-07-04T151534.324.png

3. Click on Disable two-factor authentication. (If you can not see this option then the team member has not enabled two-factor authentication on their account)

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4. A message will briefly appear on the top right-hand side of the screen to confirm that two-factor authentication has been disabled for this team member. If you'd like to check, just click on Manage login issues again for this team member and you can see the option to Disable two-factor authentication has disappeared with means this team member does not have two-factor authentication enabled on their account at this point.

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I can't access my email address to reset my password

In the instance where a team member can no longer access their email address to receive the password reset email, managers can reset their email address to another address and generate a new password reset link email to that new address.

1. On the People tab, click on the name of your team member. Web_template_-_2022-07-04T125029.360.png

2. Click on Manage login issues.

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3. Click Reset login details.

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4. Enter your team member's new email address and click Reset login.

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5. Two emails will now be generated.

  • For security purposes, an email will be sent to the original email address to advise that the email address has been changed.Web_template_-_2022-07-04T133059.941.png
  • An email will be sent to the new email address asking to reset your password when logging in with this new email address and confirming that the team member will not be able to access their account on the old email address anymore.Web_template_-_2022-07-04T133505.558.png

 

FAQs

Can Location Managers and System Administrators manage password and two-factor authentication issues of other managers on these same access levels?

Yes, any user with access permissions of Location Manager, System Administrator or Advisor can reset the login details or two-factor authentication for any other level team members in their organisation unable to access their Deputy accounts.

Can I reset my own password, PIN or email address?

Yes, any user can reset their own password, PIN or email address.

Note: users who update their own profile with a new email address or mobile phone number will be asked to verify the email address or phone number with a verification code before these details will be active in your Deputy account.

Why can't I see the Manage login issues button in my team member's profile?

The Manage login issues button will only appear in a team member's profile after they have accepted the invitation to Deputy. 

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If your team member hasn't yet accepted their invitation to Deputy and you need to update their email address (in the instance the first email address contained a typo and you need to resend the invite to the correct email address) then just click Edit and enter the correct email address and click Save. A new invitation to Deputy will now be sent to the new email address.

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