{"id":4293,"date":"2026-09-09T10:37:06","date_gmt":"2026-09-09T07:37:06","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&#038;p=4293"},"modified":"2026-09-09T10:37:06","modified_gmt":"2026-09-09T07:37:06","slug":"how-to-reset-two-factor-authentication-2fa-for-a-withsecure-business-account-elements-partner-portal-eservice-portal-user-account","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/de\/support-articles\/how-to-reset-two-factor-authentication-2fa-for-a-withsecure-business-account-elements-partner-portal-eservice-portal-user-account\/","title":{"rendered":"How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService Portal) user account"},"content":{"rendered":"<h3>Issue:<\/h3>\n<p>How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService Portal) user account.\u00a0<\/p>\n<p>Example scenarios:<\/p>\n<ul>\n<li>User has a new mobile device and wants to move or transfer the authenticator to the new device\u00a0<\/li>\n<li>Device that had the multi factor authentication (MFA) application broke or has been lost\u00a0<\/li>\n<\/ul>\n<h3>Resolution:<\/h3>\n<p>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:\u00a0<\/p>\n<ol>\n<li>Log in to the Elements portal: https:\/\/elements.withsecure.com<\/li>\n<li>Click on the user icon in the top-right corner\u00a0<\/li>\n<li>Go to\u00a0<strong>My settings\u00a0<\/strong><\/li>\n<li>Click on the\u00a0<strong>Change\u00a0<\/strong>button on the right side of the\u00a0<em>Multi-factor Authentication enabled\u00a0<\/em>text<\/li>\n<li>Log in with your existing authenticator codes<\/li>\n<li>Click on the\u00a0<strong>Remove\u00a0<\/strong>button on the right side of the\u00a0<strong>Google authenticator or similar\u00a0<\/strong>text<\/li>\n<li>Confirm the removal by authenticating again with your username, password and authenticator code<\/li>\n<\/ol>\n<p>Once the existing authenticator has been removed, simply click on the <strong>add<\/strong> button to add your new authenticator.<\/p>\n<p><strong>Note:<\/strong> Partner Portal and eService Portal users can also log in to the Elements portal and change the MFA settings.<\/p>\n<p>If you do not have access to the old device, to reset the MFA, ask another administrator to delete your user account and then they can create a new administrator account for you. When the account is re-created, you will get a new Welcome email that includes a temporary password which you can use to log in to the account and then set up a new password and configure MFA.\u00a0<\/p>\n<p>If you do not have another administrator on the company account and you have a Partner Managed subscription, you should contact your partner and they can delete the user account.\u00a0<\/p>\n<p>To delete the user account, another administrator can follow these steps:<\/p>\n<ol>\n<li>Log in to the Elements Security Center<\/li>\n<li>Navigate to <strong>Management <\/strong>&gt; <strong>Organization Settings <\/strong>&gt; <strong>Security Administrators<\/strong><\/li>\n<li>Click on the user you want to delete<\/li>\n<li>Click <strong>Delete\u00a0<\/strong><\/li>\n<li>Confirm the deletion\u00a0<\/li>\n<\/ol>\n<p><b>NOTE:<\/b> 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.\u00a0<\/p>\n<p><strong><\/strong><br \/>If you&#39;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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to reset two factor authentication (2FA) for a Elements Portal user account if the mobile device with the authentication application has been lost<\/p>\n","protected":false},"template":"","support_article_product":[99],"class_list":["post-4293","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000013157","source_version":4,"source_system":"salesforce","source_date_updated":"2026-09-09 07:37:06","import_hash":"d2779f671885a9052d1b7f3977e2ab64d3eae1cd","vanilla_article_id":32423,"vanilla_url":"https:\/\/community.withsecure.com\/en\/kb\/articles\/32423-how-to-reset-two-factor-authentication-2fa-for-a-withsecure-business-account-elements-partner-portal-eservice-portal-user-account","vanilla_kb_id":30,"vanilla_category_id":102,"machine_translated":false,"reactions_helpful_yes":0,"reactions_helpful_no":0},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/de\/wp-json\/wp\/v2\/support_article\/4293","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/de\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/de\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/de\/wp-json\/wp\/v2\/media?parent=4293"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/de\/wp-json\/wp\/v2\/support_article_product?post=4293"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}