Issue:
How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService Portal) user account.
Example scenarios:
- User has a new mobile device and wants to move or transfer the authenticator to the new device
- Device that had the multi factor authentication (MFA) application broke or has been lost and
Resolution:
If you still have access to the old authenticator device, you can move the authenticator to a new device by logging in with the existing authenticator to the Elements portal, where you can remove the old authenticator and add a new one:
- Log in to the Elements portal: https://elements.withsecure.com
- Click on the user icon in the top-right corner
- Go to My settings
- Click on the Change button on the right side of the Multi-factor Authentication enabled text
- Log in with your existing authenticator codes
- Click on the Remove button on the right side of the Google authenticator or similar text
- Confirm the removal by authenticating again with your username, password and authenticator code
Once the existing authenticator has been removed, simply click on the add button to add your new authenticator.
Note: Partner Portal and eService Portal users can also log in to the Elements portal and change the MFA settings.
If you do not have access to the old device, ask another administrator to delete your user account and then they can create a new administrator account for you. Your administrator account's access rights need to be separately removed for every Elements product you have rights to for the account to be automatically deleted:
- Elements Endpoint Protection
- Elements Vulnerability Management
- Elements Collaboration Protection
Note: If you are a WithSecure partner with access to the Partner Portal or a WithSecure customer with access to the eService Portal using the same user account, you need to contact Customer Care to have the account removed.
How to remove an Elements Endpoint Protection user rights:
- Log in to the Elements Security Center
- Navigate to the Management > Organization Settings > Endpoint Protection Accounts page
- Click on the three dots on the right side of the user and select Remove administrator
How to remove Vulnerability Management user rights:
- Navigate to Management > Organization Settings > Vulnerability users
- Click on the selection box on the left side of the user (a menu will appear)
- Click Delete users
How to remove Elements Collaboration Protection user rights:
- Navigate to the Management - Collaboration Protection > Users page
- Click on the three dots on the right side of the user
- Select Remove
Once all the access rights have been removed, the user account will be deleted and can be re-created.
If you're the only administrator on the Elements account, or the other administrators do not have necessary access rights to create new administrator user accounts, contact WithSecure Customer Care for further assistance.
Article no: 000015352