Resetting a User's Multi-Factor Authentication (MFA) in Stride

Overview

Super Site Admins in Stride can reset a user's Multi-Factor Authentication (MFA) settings directly from the Staff settings page. This is useful when a user is having trouble logging in — for example, if they've lost access to their authenticator app, got a new phone, or their MFA codes are no longer syncing correctly.

Resetting MFA does not disable the MFA requirement for that user or your practice. It simply clears the user's current MFA setup so they can re-enroll the next time they log in.

When to Use This

Use the MFA reset if a user:

• Lost or replaced their phone and no longer has access to their authenticator app
• Is receiving "invalid code" errors that won't resolve
• Needs to re-link their account to a new authenticator app
• Is otherwise locked out due to MFA issues

How to Reset a User's MFA (Super Site Admin's only)

1. Log in to Stride as a Super Site Admin.
2. Navigate to Settings > Staff.
3. Select the user whose MFA needs to be reset.
4. Click Reset MFA.

What Happens Next

The next time the affected user attempts to log in, Stride will prompt them to scan a new QR code to re-link their authenticator app, just as they did during their original MFA setup.

Note: Resetting a user's MFA does not turn off the MFA login requirement. The user will still be required to complete MFA setup again before they can access their account.

Turning the MFA Requirement On or Off (Practice-Wide)

If you want to disable the MFA requirement entirely — rather than just resetting an individual user's setup — this is a separate, practice-wide setting:

1. Navigate to Settings > MFA.
2. Toggle MFA on or off for your entire practice.

This setting applies to all users in the practice, not just one individual.

Turning Off MFA for an Individual User

If a specific user wants to turn off MFA for their own account (rather than the practice disabling it for everyone), they will still need to complete MFA setup first. Once set up, they can turn it off themselves:

1. The user completes MFA setup on their phone (scans the QR code and links their authenticator app).
2. The user clicks their initials in the top corner of Stride.
3. Select Account > MFA.
4. Toggle MFA off.

Important: A user cannot skip MFA setup to turn it off — they must complete the initial setup process before the option to disable it becomes available.

Quick Reference

Goal	Who Does It	Where
Reset a locked-out user's MFA	Super Site Admin	Settings > Staff > select user > Reset MFA
Turn MFA requirement on/off for entire practice	Super Site Admin	Settings > MFA
Turn off MFA for one's own account	Individual user (after setup)	Initials > Account > MFA

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If you continue to experience login issues after an MFA reset, please contact [e-mail] for further assistance.