Lost of a second factor

The following procedure may be used when a user needs to access a protected application, but doesn’t have his second authentication factor available:

  • The user may enter its login/password on https://yourdomain.trustelem.com.

  • Instead of activating the usual second factor, he/she selects « Use an alternative method ».

  • The user may then ask a rescue code:

    • He has to click on « Request a rescue code ».
    • All administrators receive an email alerting that a rescue code is requested by a user. This code is in the « Alerts » tab of the Trustelem admin dashboard.
    • One of the admins transmits the code to the user, after having properly checked the user’s identity.
    • The user has 24h to use this one-time rescue code.
  • The option Trustelem Reconnect allow to set up a service of Self-Service Password Reset.

    • The administrator can set up the type of auxiliary factors needed for the renewal (mobile app, SMS, email, security questions)
    • Once the user has defined the auxiliary factors, he is able to reset his password autonomously.