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The Authsignal Portal is useful for many customer support use cases, such as resetting a user’s authenticators. This can be useful for helping customers re-gain access to an account in the scenario where they have lost a device, passkey, etc.
It is expected the agent performing this administrator action has independently verified the user’s identity before doing so.

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Prerequisites

  • Access to the Authsignal Portal.
  • Correct permissions to allow managing authenticators (Support analyst or Admin).

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Steps

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Find user

1

Navigate to user search

In the Authsignal Portal, click on the Users tab.
2

Search for user

Using the search box, enter the user’s Email address or User ID and click Search. The user list will be filtered to show all users with the address or ID you entered.Searching for a user by email address
3

View user details

Click on the relevant user.You will be presented with an overview of key details of the user, including their Authenticators and Latest activity.Viewing a user's details

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Delete relevant authenticator

1

Delete the relevant authenticator

Under Authenticators, find the relevant Authenticator for the method you want to remove.Click the trash can button. Alternatively, you can use the Remove all to reset the user back to a fresh state.In the dialog that pops up, select Continue.Confirmation dialog for removing a user's authenticators
2

Confirm

The authenticator will now be deleted. Check that the authentication method has been removed from the list.

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Conclusion

The user’s authenticator has now been removed. If the user has no more authentication methods left, and configured for your tenant, the user may now enroll themselves with a new authentication method.