I have a mailbox that was historically linked to an authenticator app for an employee that is no longer employed. I have successfully changed the password for that account but I can't figure out how to reset the authenticator. Does anyone know how to do that?

Are you able to login to their account?

I am not because it won't let me get past the authenticator page. I've tried resetting it as admin but it keeps erroring out.

Are you an admin?

Yes

Go to setup, users/roles, user management, user access reset tool.

Okay, I tried that but keep getting an error message that says: You cannot perform the actions you selected for this user. Possible reasons include: you entered an invalid email address, you do not have adequate permission, or you are not an administrator in all the accounts to which this user has access. I am set up as the admin but I'm thinking potentially there is an issue with my setup - this was a recent change due to several staffing changes

Is there another admin who can try?

No, unfortunately I'm the only one left.

Try checking all those boxes on that page

Tried that too, same error

The email address matches the email in the employee record?

it does

hmm yeah maybe contact netsuite support

Yep. Thanks for trying! I appreciate it.

I had this issue couple of weeks ago one of my clients was trying to give me access to their instance using my regular email which already had access to some other instances. Work around is remove access then change a new email that is not in NS's global access table > give access again. this was the solution or workaround