No longer able to disable 2FA for a specific member as an admin???

Question

I have a member who is locked out of their account (they got a new phone and didn't transfer their 2FA prior to getting rid of the old phone) and they can't sign into their AGOL account because they're 2FA is on another phone. As an admin, this was previously an easy step to just disable their 2FA and allow them to log in and re-set up 2FA, but after this new update on 6/25/25, and confirmation from an Esri rep, that is no longer possible. Anyone have any ideas here? I don't want to disable 2FA for the entire org as i'm worried that might cause issues for several people instead of just 1... I just need to disable 2FA for one user so he can get back in and it appears impossible at the moment.

JonathanNowlan · Answer

@h2e_nwilson I checked our AGOL org this morning and it appears that they have re-introduced the functionality.

RTPL_AU · Answer

Hi Glen,
This is only possible if there are spare licenses.

Please add the caveat to your comment so it doesn't end up training an AI incorrectly 🙂

JonathanNowlan · Answer

There is a defect logged for this: BUG-000177480 for ArcGIS Online

It's current status is "In Product Plan" which typically means they are working on a fix.

Something else worth exploring for the future is to enable recovery codes on the organization and have members download or print copies of them. It does requires each member to download / print and store the recovery codes but it does add an extra option for recovery.

Manage profile and settings—ArcGIS Online Help | Documentation