> ## Documentation Index
> Fetch the complete documentation index at: https://docs.authsignal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resetting a user's authenticators

> Learn how a customer support agent can use the Authsignal Portal to reset a user's multi-factor authenticators.

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.

<Warning>
  It is expected the agent performing this administrator action has independently verified the user's identity before doing so.
</Warning>

## Prerequisites

* Access to the [Authsignal Portal](https://portal.authsignal.com).
* Correct permissions to allow managing authenticators (`Support analyst` or `Admin`).

## Steps

### Find user

<Steps>
  <Step title="Navigate to user search">
    In the Authsignal Portal, click on the **Users** tab.
  </Step>

  <Step title="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.

    <img src="https://mintcdn.com/authsignal-23/zw6HGr7AhISYuY-F/images/docs/knowledge-base/administration/find-user-by-email.png?fit=max&auto=format&n=zw6HGr7AhISYuY-F&q=85&s=e7226ded4e45eb5e999327f85d3621c1" alt="Searching for a user by email address" width="1109" height="593" data-path="images/docs/knowledge-base/administration/find-user-by-email.png" />
  </Step>

  <Step title="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**.

    <img src="https://mintcdn.com/authsignal-23/zw6HGr7AhISYuY-F/images/docs/knowledge-base/administration/user-details-page.png?fit=max&auto=format&n=zw6HGr7AhISYuY-F&q=85&s=77404b4c3480779c27d92c0a7045863a" alt="Viewing a user's details" width="1449" height="993" data-path="images/docs/knowledge-base/administration/user-details-page.png" />
  </Step>
</Steps>

### Delete relevant authenticator

<Steps>
  <Step title="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**.

    <img src="https://mintcdn.com/authsignal-23/zw6HGr7AhISYuY-F/images/docs/knowledge-base/administration/delete-authenticator-confirmation.png?fit=max&auto=format&n=zw6HGr7AhISYuY-F&q=85&s=87422cce79d24d298a736735ccd3790c" alt="Confirmation dialog for removing a user's authenticators" width="939" height="646" data-path="images/docs/knowledge-base/administration/delete-authenticator-confirmation.png" />
  </Step>

  <Step title="Confirm">
    The authenticator will now be deleted. Check that the authentication method has been removed from the list.
  </Step>
</Steps>

## 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.