Admin - 2FA setup guide and reset user MFA in Company Admin Home settings

[rphelps]

Hope this helps out.  Putting all on one post from what I have gathered:

Setup with detailed instructions

2FA Setup Guide (natca.org)

https://www.natca.org/wp-content/uploads/2023/10/Concur-2FA-Setup.pdf

***

If you need to Reset a user MFA:

I got there with the following clicks.  Surely easier but i havent located yet.

Click Home in upper left

Under Admin on right click Authentication Admin

Click Sign-In Settings

up at the top, there is a navigation string that you can click "Company Admin"

Then navigate to User Administration.

select user with search or by clicking the letter for their name

And reset is at the top of the users page

[KevinD · Accepted solution]

@rphelps thank your for posting. 🙂

[Maureen_M]

I am Admin for our account and all I see is this. We urgently need to do a MFA Reset for one user who is approver for several employees. He has had no luck getting the 2FA to work (and we have tried every 'trick' noted in here to no avail). Support isn't replying even when we escalate the issue. 

[rphelps]

@Maureen_M What do you see when you click Sign in settings?

Do you see something like what I posted above?

up at the top, there is a navigation string that you can click "Company Admin"

[Maureen_M]

Just this.

[rphelps]

@Maureen_M 

What is above the top of the snip starting with Password Strength? 

As the Admin, you should see:

[Maureen_M]

Yes this: 

[rphelps]

@Maureen_M 

When you click Company Admin what do you see?

[Maureen_M]

THANK YOU! I found the MFA reset. Hopefully this does the trick. I appreciate your help.

[rphelps]

Glad you were able to navigate there!  Cheers.

[Maureen_M]

Unfortunately the reset of his 2FA wasn't successful. He still gets the error message. We've tried 3 authenticator apps on mobile & computer and nothing is working.

I really think it has to do with a code mismatch between what SAP is expecting and the Authenticator is providing. We even tried using the manual key. I also created a new user for him in Concur and it also didn't work. 

[rphelps]

We had a user that couldn't complete 2FA via PC using Chrome and Edge no matter what we tried.  Ended up being that the Date / Time auto sync was turned off and the machine was ahead of time by about 10 minutes.  Check users machine under Date & Time Settings and press sync now.

Also - the code is only good for 30 seconds.  If you dont enter into website quick enough, it will be outdated.

[Freyr]

looks like you need to go one step backward in order to go two steps forward

[rphelps]

Glad you were able to navigate there.  In lieu of using Search Text you highlighted, I opted for the Letter bar at the bottom to list users that you can then click on.

[Freyr]

@rphelps thank you for sharing this.

[Maureen_M]

We figured out why our one user was having issues with the 2FA. It was a password issue. So if a user is still having problems with 2FA and getting error messages, and they haven't changed their password to the new rules, Admin should change the password and have the user try again. This corrected the issue for us.

[JLovasz]

Hi there!  Has anyone else had the experience that when (as the Admin) you click on the Reset button under MFA Reset - nothing seems to happen?  I've had at least three in the last month where the employee still doesn't get an email to reset their FMA and a new QR code isn't generated on their login screen after I click that button.  Passwords were OK and email was verified.  I eventually had them click on the "Unable to enter authentication code" link on the Sign In screen and they eventually got an email to reset the MFA.  Is there a reason that my button wasn't working?