Unable to log in due to account verification failure

Problem

An authorized user can't verify their identity. For example, they might not have a phone signal and can't get the verification code.

Environment

  • Admin console 

Solution

As an administrator, you can temporarily turn off the login challenge to allow them to sign in:

  1. Sign in to the Admin console. 
  2. Go to Menu > Directory > Users.
  3. Click the row for the user account to display the user information page.
  4. Click Security > Login challenge > Turn Off For 10 Minutes.
    • Tip: You can also change the user's password to grant access to a session that is locked because the user can't verify their identity.

Cause

A user or administrator is using a different device or using it for the first time.