The below brief guide is intended for the case of a client requiring their two-factor authentication (2FA) for DAPL accounts to be reset 

The below steps will guide you through the process to conduct a 2FA reset. 

1.The user escalates to their relevant internal party regarding their experienced 2FA issue

2. The client logs a ticket with support@arreltech.com indicating that their user has lost access to MFA (e.g., deleted Google Authenticator) for their DAPL account. 

NOTE: According to client specific compliance requirements - a liveness check may be necessary in order to confirm that the 2FA reset is legitimate and from the applicable user 

3. The Arrel support team will acknowledge the ticket & request the relevant personnel to advise if we can go ahead with reset. 

The client must then respond to the Arrel support team to confirm that 2-FA reset is acceptable - as shown in the below correspondence example: 




4.  The Arrel support team will proceed with the 2FA reset request once confirmation is received.


5. The Arrel support team will proceed to internally escalate to the Arrel Head of Infrastructure to reset the MFA in Auth0

6. Once processed the Arrel support team will then respond to notify that the 2FA for the specific account has been reset




7. The client must then notify their user that they can login to their DAPL account and proceed with authenticator setup again. 

NOTE: The next time the user logs in they should be prompted to scan the QR code into their 2FA app (e.g. Authy or Google Auth). Completing the 2FA reset process.