If a team member is locked out of Vinyl because they've lost access to their authenticator app, the Master Admin can reset their MFA directly, no need to contact support.
Additional scenarios include losing access to a 2FA device or codes, such as after replacing a phone, or being unable to find Vinyl in the authenticator app.
In such cases, the Master Admin can reset the MFA, and the team member will need to re-enroll their authenticator during the next login.
Click My Settings from the left-hand menu
Open the Members tab
Find the team member who is locked out
Click the three dots (⋯) next to their name
Select Reset MFA
Confirm the action
The team member will be signed out of all active sessions and prompted to set up their authenticator again on next login.
Only the Master Admin can perform this action. During the re-enrollment process, the team member should follow the on-screen instructions to set up their authenticator app again. This ensures continued access to their Vinyl account.