Step 1: Sign in to Admin Portal
Log in to the Microsoft admin portal using an admin account:
- https://entra.microsoft.com (Microsoft Entra Admin Center)
Step 2: Navigate to Users
- Go to Users
- Select All users
- Click on the affected user account
Step 3: Open Authentication Methods
- In the user profile, click Authentication methods
- Review registered MFA methods (Authenticator app, phone, etc.)
Step 4: Reset MFA
You can perform either of the following actions:
Option 1: Require re-register MFA
Click Require re-register MFA
This forces the user to set up MFA again at next sign-in
Option 2: Delete Authentication Methods
Select and delete existing methods (Authenticator app / phone)
Recommended when the user has completely lost the device
Step 5: Inform the User
After the reset:
- Ask the user to sign in again
- They will be prompted to configure MFA from scratch
