Assistance Required – MFA Reset Option in Nx Witness Cloud Portal

Answered

Kiran Gautam

August 18, 2026 08:10

Hi Team,

I hope you are doing well.

I am unable to find the Multi-Factor Authentication (MFA) reset option for users within the Nx Witness Cloud Portal, even though I have full administrator privileges.

Could you please advise if there are any additional permissions required, or guide me on how to reset MFA for a user in the portal?

Your assistance would be greatly appreciated.

Thank you for your time and support.

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• 

  Norman

  • Network Optix team

  August 26, 2026 13:40

  Hi Kiran Gautam,

  Since user accounts are strictly personal, user receive backup codes once they create their account, and they can use these backup codes to regain access to their account. 

  In case they lost their backup codes, we are capable of providing the 2FA recovery codes; however, this process must adhere to the established chain of trust.
   
  By "chain of trust," we refer to the following hierarchy:
   
  User > Administrator > Integrator > Reseller > Network Optix

  or a request from the user itself, with the email belonging to the account. 
   
  This protocol is designed to minimize the risk of granting admin access to unauthorized individuals.
   
  Therefore, we kindly request that you contact the company that supplied the device to you. They will follow the chain of trust to ensure that you regain access as promptly as possible. 

  With kind regards. 

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