If a team member loses access to their authenticator app, an admin can reset their two-factor authentication. The user will be prompted to set up a new authenticator device on their next login.
When to reset
A 2FA reset is needed when a user:
- Has lost or replaced their phone and no longer has access to their authenticator app
- Has no backup codes saved
- Has accidentally deleted their authenticator account
Do not reset 2FA unless the user's identity has been confirmed — resetting clears the security credentials for that account.
How to reset
- Go to Venue Management → Users.
- Click the relevant user's name to open their record.
- Click Reset 2FA (or look for the 2FA management option on the user profile).
- Confirm the action.
This clears the user's stored TOTP secret and marks their 2FA as not confirmed. The user's session is not terminated immediately, but they will be required to complete 2FA setup on their next login.
User re-setup
The next time the affected user logs in, they will be shown the 2FA setup screen again — a new QR code to scan with their authenticator app, followed by a confirmation code entry. They should store their new backup codes securely in case they lose access again.
Resetting your own 2FA
If you are an admin who has lost your own 2FA access and there is no other admin available to reset it, contact Weddinguru support for account-level assistance. We will verify your identity through your registered email address before taking any action.