Who is this article for?

Administrators who want to restore a user account to the initial state

Admin Console access is required

This article guides tenant administrators on restoring a user account to its initial state.

There are two main scenarios requiring this restoration:

1. Internal users using an authenticator app (TOTP) who need to set up a new app due to:
   • Lost mobile device
   • Switching authenticator apps
   • Unable to sign in with the registered app
2. Internal users with expired accounts after 7 days of inactivity, where resending the welcome email failed.

Restoring a user

To restore a user account to its initial state:

1. Sign in as a Tenant Administrator.
2. Open the Admin Console. 
3. Select User management.

4. Identify the user who needs to be restored to the initial state.
    

   

5. Set the Authentication type to External.

6. Click Continue.

   

7. Click Continue again without changing any configuration.
   A success message will appear in the bottom left, confirming the user was edited.

   

8. Click Done.

   

9. Repeat Steps 5-8, to set the user back to an Internal user. 
10. Locate the latest welcome email and follow the sign-in steps provided.

Note

The affected user will receive multiple welcome emails during the authentication switch and must find the latest one. This is a temporary workaround, not the final solution. It fixes the immediate issue but the user experience remains suboptimal. We are tracking this for future improvements.