How to Reset your MFA via Internet Browser

If you would like to reset your account MFA (multi-factor authentication), please follow the below steps. The process takes between 2-5 minutes.

If you receive the message "Invalid Password or One Time Password Entered" and are not sure whether your MFA or Password needs resetting, you may want to start by resetting your MFA and see if that fixes the issue. If you are not able to setup your MFA after a reset because your password is incorrect, please refer to this article.

Make sure the time clock on your phone and computer is correct and set to automatically update. Incorrect time settings will cause MFA not to work properly since the technology is based on accurate time.
If you have a new phone number, please ask your ADMIN to reset it for you using these steps.

RESET MFA
Go to the TruGrid Login page (https://app.trugrid.com/login)
Enter your registered corporate email address and select Go
Select the ? question mark icon in the one-time password input box

Select the RESET button to proceed to the reset validation page

Confirm the last four digits of your mobile number. This is a security precaution to validate it is you requesting this to be reset.


Enter the four digit code sent to your mobile number.

Your MFA has now been reset so you can set it up again
Go to the TruGrid Authenticator app on your mobile phone
Remove the prior account (if any) that was setup in your TruGrid Authenticator mobile app.
This step is very important.
Follow the remaining reset steps from the website to reset your MFA

RE-SETUP YOUR MFA
Go to the TruGrid Login page (https://app.trugrid.com/login)
Enter your registered corporate email address and select Go
Enter your password and select Login
Ensure you have removed any prior account (if any) setup in your TruGrid Authenticator mobile app.
This step is very important.
Scan the QR code when prompted, using your TruGrid Authenticator mobile app, select the + sign on top right to scan the QR code. Select Allow.
Your MFA is now re-setup

If you would like step by step initial setup instructions, please check out the End User Setup Guides for Windows and Mac users.

If you have questions about what other authenticators work with TruGrid, or need to use a browser authenticator instead, please check out this article.
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