If you only have one MFA method enabled, or want to change your MFA methods, you can add a new one and/or remove the old one yourself from Settings > Account Security (for details, see: Setting Up and Adding Secondary Multi-Factor Authentication Methods). This article covers what happens when self-serve isn't an option: an Administrator resetting MFA for another user, and the Primary Administrator resetting their own MFA through Float Support.
To reset a user's Multi-Factor Authentication as an Admin
If a user has lost access to all their MFA methods and can't complete the self-serve flow, an Administrator can reset MFA on their behalf:
- Log in to app.floatfinancial.com as an Administrator
- Go to the Users page
- Search for the user you want to reset the MFA for
- Select the 3 dots beside the user's name at the end of the table > click "Reset MFA"
The next time the user logs in to Float, they will be prompted to configure a new MFA method.
Before resetting for someone else: validate the request is legitimate through an in-person, phone, or other trusted channel. If your business uses SAML authentication, consult your internal IT team to assist with the request.
Resetting MFA via Float Support (Primary Admins or Special Exceptions Only)
As the Primary Administrator, we highly recommend adding a second MFA method to your account to fall back on in case you lose access to the default MFA method (for details, see: Setting Up and Adding Secondary Multi-Factor Authentication Methods).
If you've lost access to every configured method and your recovery code, contact Float Support. Only Float Support can reset the Multi-Factor Authentication for the Primary Administrator. Because MFA protects high-level access to your business's Float account, the reset process requires the presentation and validation of the Primary Admin's government-issued ID.
The Primary Administrator of the account will need to:
- In Float, go to Settings > Business Documents > Extra Documents and upload a picture of your valid government-issued ID (Ex: Drivers Licence, Passport, Certificate of Indian Status)
- Once completed, email support@floatfinancial.com from the same email address you use to log in to Float with:
- Subject line: [Your Business Name] - Reset MFA for Primary Administrator
- State that you are the Primary Administrator and require your MFA to be reset
- Confirm that you've uploaded a picture of your ID to the Business Documents section
- Float Support will validate it against the identity record that was created when you first signed up for Float