> ## Documentation Index
> Fetch the complete documentation index at: https://help.elationhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Multi-Factor Authentication - Resetting authentication factors

<Note>
  All Elation users are **required** to use multi-factor authentication for security and compliance purposes.
</Note>

## Overview

If you are blocked from signing in (for example, you were disconnected from your authentication factor or you changed mobile devices or computers), you have two options to reset your MFA factors:

* **Ask an Admin Level User in your practice to reset your factors** from the [Manage Accounts](https://app.elationemr.com/settings/allaccounts/) settings page. This is the fastest path for most users.
* **Reset your factors yourself** using the [MFA self-service reset page](https://app.elationemr.com/mfa/reset). Self-service requires a **government-issued photo ID** and a selfie to verify your identity.

Once your factors are reset, you will be prompted to set up a new authentication factor the next time you sign in to Elation.

<Note>
  For security reasons, Elation Support will not reset authentication factors on a user's behalf except in limited cases (for example, if you are the sole administrator of your practice). Safely resetting factors requires high confidence that the person making the request is the actual user. Your practice admin is usually in the best position to verify your identity, which is why admin-initiated resets are the fastest option. If you cannot reach an admin, use the self-service reset flow described below.
</Note>

## Workflow Instructions

### Option 1: Ask an Admin Level User to reset your factors (fastest)

Admin Level Users can follow these instructions to reset a user's authentication factors:

| **1** | Go to **Settings** -> **Manage Accounts** .                                                                                            |
| ----- | -------------------------------------------------------------------------------------------------------------------------------------- |
| **2** | Locate the account that needs their authentication factors reset.                                                                      |
| **3** | Click **Reset Multi-factor** ; this will reset all of the user's authentication factors.                                               |
| **4** | The user will be required to set up at least one authentication factor the next time they attempt to sign in to their Elation account. |

### Option 2: Reset your own factors with self-service MFA reset

If you cannot reach a practice admin, you can reset your own MFA factors at [https://app.elationemr.com/mfa/reset](https://app.elationemr.com/mfa/reset).

#### What you'll need

Before you start, make sure you have:

* Access to the **email address** associated with your Elation account.
* A **government-issued photo ID** (for example, a driver's license, state ID, or passport). The name on your ID must match the name on your Elation account.
* A device with a **camera** so you can take a selfie during identity verification.
* Your current **Elation password**.

<Note>
  Identity verification is handled by Stripe Identity. The name on your verified ID is automatically compared to the name on your Elation account. Minor differences (such as nicknames, middle names, or transliteration) are tolerated, but a significant mismatch will cause the reset to fail.
</Note>

#### Steps

| **1** | Go to [https://app.elationemr.com/mfa/reset](https://app.elationemr.com/mfa/reset) and enter the email address associated with your Elation account. |
| ----- | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| **2** | Check your email for a message from Elation and click the link to begin identity verification.                                                       |
| **3** | Complete the Stripe Identity verification flow by photographing your government-issued photo ID and taking a selfie.                                 |
| **4** | Once your identity is verified, check your email for a short-lived reset link and click it to continue.                                              |
| **5** | Confirm your Elation password to complete the reset. All of your MFA factors will be removed and your account will be unlocked.                      |
| **6** | Sign in to Elation. You will be prompted to set up at least one authentication factor before you can continue.                                       |

<Tip>
  Whenever a user on your practice completes a self-service MFA reset, practice admins are automatically notified by email so they have visibility into the change.
</Tip>

## Frequently Asked Questions (FAQ)

[Click here for answers to common MFA questions—including troubleshooting login issues, choosing authentication factors, and more](/articles/Multi-Factor-Authentication-FAQ).

## Related Articles

* [Multi-Factor Authentication Introduction](/articles/Multifactor-Authentication-MFA)
* [Multi-Factor Authentication Guide - Setting up authentication factors](/articles/Setting-up-authentication-factors-for-MFA)
* [Multi-Factor Authentication Guide - Updating authentication factors](/articles/Updating-authentication-factors-for-MFA)
* [Multi-Factor Authentication Guide - Frequently Asked Questions](/articles/Multi-Factor-Authentication-FAQ)
* [User Accounts Guide- Administrative privileges](/articles/administrative-privileges)