Issue:
Device that had the multi factor authentication (MFA) application broke or has been lost and user has 2-step authentication enabled in the Elements Security Center or Partner Portal . How can the 2-step authentication be reset?
Elements product portfolio includes the following portals:
- Elements Endpoint Protection Portal
- Elements Detection & Response Portal
- Elements Vulnerability Management
- Elements Collaboration Protection
Resolution:
Ask another administrator to delete your administrator user accounts and then create a new administrator account for you. Your administrator accounts need to be separately deleted from every portal you have rights to:
- Elements Endpoint Protection
- Elements Vulnerability Management
- Elements Collaboration Protection
Here are the steps to to remove an admin; https://www.withsecure.com/userguides/product.html#business/psb-portal/latest/en/task_F799A18BF4ED4DEFA55CD8921379C172-psb-portal-latest-en
And the steps to add an admin; https://www.withsecure.com/userguides/product.html#business/psb-portal/latest/en/task_EEBF4BF4DC654BA6B9DB85D931D4E914-psb-portal-latest-en
If you're the only administrator, or the others do not have necessary access rights to create new administrator user accounts, contact WithSecure Customer Care for further assistance.
Note: If you are a WithSecure partner with access to the Partner Portal with the same user account, you need to contact Customer Care to have the account removed.
Article no: 000015352