If an investor or contact is having issues with two-factor authentication, you can reset or disable that preference. This will allow the user to log into their portal using only their email and password.
Resetting Multi-Factor Authentication:
Click Contacts from your Dashboard Menu
Select the appropriate Contact
Scroll down to MFA Settings
Click on Reset MFA
Click Confirm to reset MFA for the selected investor portal user
Before completing this action, make sure to confirm the investor's identity over the phone, as doing so will remove their multi-factor authentication preference entirely.
Disabling Multi-Factor Authentication
Click Contacts from your Dashboard Menu
Select the appropriate Contact
Scroll down to MFA Settings
Click on Disable MFA
Click Confirm to disable MFA for the selected investor portal user
This action will not remove the user's set multi-factor authentication preference. However, it will allow the investor to sign in one time without the two-factor authentication requirement.