When a customer requests a 2FA reset, please follow these steps:

1. Verify Organization Status: First, check if the customer is part of an organization. Link to Organization Check

   • If they are, please send them the relevant documentation linked above.
   • If they are not, proceed with the following steps.

2. Generate and Send MFA Reset Code:

   • Use a string generator (e.g., Random.org) to create a unique code.
   • Send this code to the customer’s email via Intercom’s side-conversation feature. This keeps communication organized within Intercom, making it easier than using your own work email.

3. Use the Intercom Macro for 2FA/MFA Reset:

   • In Intercom, use the "2FA/MFA Reset" macro. This contains the following message:

     "Hi :wave:

     Following our security protocols, it is necessary to verify that you are not a bot. To complete the validation process, kindly provide us with the code sent to your email address and include it in this ticket.

     Thanks for your understanding and cooperation :raised_hands:"

   • Note: This macro isn’t available for side-conversations. If needed, copy it from the main ticket after attempting to use it in a note.

4. Confirm and Proceed with 2FA Reset:

   • Once the customer provides the correct code, their identity is verified, and you may proceed with resetting their 2FA here.

5. Seek Additional Verification:

   • For added security, ensure a second team member reviews the ticket. Additionally, notify your nearest leader of the 2FA reset request.