A staff member lost their phone: how do I reset two-step?

If a staff member loses their phone, the store owner turns two-step sign-in off for that person: open Two-step sign-in and press Turn off (lost phone) next to their name. They can then sign in with their password and set it up again on their new phone.

Where to find it

Admin › Administration › Security › Two-step sign-in (প্রশাসন › নিরাপত্তা › দুই-ধাপের লগইন), table under For the office. Only the Super Admin sees this table and the button.

Step by step

Make sure it is really your staff member asking (call them or ask in person).
Open Two-step sign-in and find the person in the table under For the office.
Press Turn off (lost phone) (বন্ধ করুন (ফোন হারিয়েছে)) next to their name and confirm.
The message says "Two-step sign-in turned off for …". Their status now shows Off.
The person signs in with their username and password.
They open Two-step sign-in on their new phone, scan the new QR code, type the code and press Turn on. They save their new backup codes.

Good to know

Ask for a backup code first. If the person still has a backup code, they can sign in with it, with no reset needed. They can then turn two-step off themselves and set it up again, unless it is a must for their job.
When two-step is a must for their job, they are sent to set it up again straight after signing in.
When it is not a must, they can work with only their password until they turn it on again. Remind them.
Everything old stops working: the old app entry, the old backup codes and every trusted device. Tell them to delete the old entry from the app.
The button shows only for people whose status is On, and never next to your own name.
The table lists the Super Admin, Admin, Manager, Production Manager and Marketing Manager jobs only. Other jobs do not use two-step sign-in.

Common problems

The owner lost their own phone. Sign in with one of your backup codes. If two-step is a must, untick Make it a must for Super Admin, Admin and Manager and save. Then Turn off with another backup code, set it up on the new phone, and tick the box again.
The person does not appear in the table. Their job in Users & logins is not Super Admin, Admin, Manager, Production Manager or Marketing Manager.
The person's password is lost too. Set a new password for them in Users & logins as well.

Still need help? Ask in our Facebook group — the team and other shop owners answer there.

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