When a user or merchant acquires a new device, they must reset their MFA enrollment to enroll the new device. If they don't have access to their original device to log in, they'll need assistance to reset their MFA.

Understanding how to reset MFA is crucial for users and merchants, as it safeguards account security and helps prevent unauthorized access.

Must Know:

• If you don't have access to the original device that you enrolled with:
• ROAMsupport: Your administrator will need to reset your MFA to remove your old device's enrollment.
• ROAMmerchant / ROAMpay X5: Speak with your account provider to reset your MFA and remove your old device's enrollment.

• To reset MFA for other ROAMsupport users, you must have a Client Admin role; this is necessary to reset MFA for anyone other than your own account. 

To reset MFA for either a ROAMsupport user or a ROAM merchant, you must first log into the ROAMsupport portal at roamsupport.roamdata.com.

Reset a user’s MFA:

1. Navigate to Users > View Users.
2. Find and select the user that needs an MFA reset.
3. Locate the Reset MFA button above the User Information.
4. In the pop-up message, click Continue to confirm you want to reset MFA.

Reset a merchant’s MFA:

1. Navigate to Merchants > View Merchants.
2. Find and select the merchant that needs an MFA reset.
3. Locate the Reset MFA button above the User Information.
4. In the pop-up message, click Continue to confirm you want to reset MFA. 

If a merchant can log in using their original device, they can follow the steps below to reset their MFA before enrolling a new device. If they cannot log in with the original device, the MFA reset must be facilitated through ROAMsupport.

1. Sign in to the ROAMmerchant portal: merchant.roamdata.com.
2. Hover over My Account and click on Edit User Information.
3. Scroll to the bottom of the page and click the Reset button for Multi-Factor Authentication.
4. In the pop-up message, click Continue to confirm you want to reset MFA.

After resetting the MFA on your account, the user must log out and follow the same steps to enroll again on their next login. You can find the instructions in our enrollment guide. 

Good to know:

• To access your user account details within ROAMsupport, click your username in the top right corner of the portal, then select 'Account.'

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