How do I reset my MFA?

Users may need to reset their MFA enrollment for various reasons, including device changes, lost access, or account security concerns.

It’s important to know how to reset MFA for both users and merchants, as this process helps maintain account security and prevents unauthorized access. 

Must Know:

• If you don't have access to the original device that you enrolled with or have gotten locked out of your account:
  - ROAMsupport: Your administrator must reset your MFA to remove your old device's enrollment or unlock your account.
  - ROAMmerchant / ROAMpay X5: Speak with your account provider to reset your MFA and remove your old device's enrollment or unlock your account.

• 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.

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

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. 

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 any account, the individual 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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