Summary: If you can't sign in because you lost your phone or authenticator app, your church's Super Admin can turn off two-factor authentication (2FA) on your account. You can then sign in and set up 2FA again.
Before You Begin
- Elvanto does not send 2FA verification codes by email or text message. The code comes from the authenticator app you set up when you first turned on 2FA. If you still have that app, open it and use the current code.
- Only a Super Admin can turn off 2FA for another person. If you are the person locked out, send this article to your church's Super Admin.
- Your account may require 2FA for everyone, or for certain access permissions. If so, the Super Admin may need to turn that requirement off temporarily before removing 2FA for you, then turn it back on afterward.
Step-by-Step Instructions
For the Super Admin:
- Sign in to Elvanto with your Super Admin account.
- Go to People, then All People.
- Search for the locked-out person and open their profile.
- Select the Account & Volunteering tab, then scroll to 2-Step Verification.
- Select Disable, confirm, and click Save. The person receives a confirmation email.
- Ask the person to clear their browser's cache and cookies, then sign in again.
- Ask the person to set up 2FA again with their new phone or authenticator app, using the steps in Enabling 2FA in your Personal Elvanto Account. If you turned off a required-2FA setting in the Before You Begin step, turn it back on once they have finished.
Troubleshooting & FAQs
- I'm not getting a verification code by email or text: Elvanto doesn't send codes that way. Open the authenticator app you set up when you first enabled 2FA, and enter the code it shows. If you no longer have the app, ask your Super Admin to follow the steps above.
- I lost my backup codes: Ask your church's Super Admin to turn off 2FA for you using the steps above, then set 2FA up again and save new backup codes somewhere safe.
- I can still sign in but I’m getting a new phone: You can turn off your own 2FA before you switch phones (as long as your user permissions do not require MFA). Click your profile icon, select Profile, select Two Factor Authentication from the left menu, click Deactivate 2FA, and enter your password.
- 2FA is turned off but I'm still asked for a code or can't sign in: Clear your browser's cache and cookies, then try again. If your account requires 2FA for everyone or for your access permission, the Super Admin needs to turn that requirement off temporarily before your 2FA can be removed.
- I'm the only Super Admin and I'm locked out: Contact Elvanto Support for help.
- I forgot my password: Ask your church admin to reset it, using the articles in the Users section of the help center.