Recovery codes are only available for users who have completed their security setup during first-time sign-on. You can confirm this by checking their account details in either the People section or the Admin Tool. Follow the steps below to verify their setup and take the appropriate next actions.
People section
Great for managers and admins who don’t have Admin Tool access, this option lets you quickly check if a user has completed their security setup.
Log in to the platform.
Click your initials in the top right-hand corner and click Account.
Click People.
Click on the user's name.
If the username and security questions sections are empty, this confirms the user hasn't completed the security setup. To help them gain access to their account, you can reset their first-time password in the Admin Tool.
Admin Tool
Ideal for admins with the right permissions, this option lets you check a user’s security setup and reset first-time passwords when needed.
⚠️Warning: You will need certain permissions to access the Admin Tool. If you need access, raise a new case to request this.
Sign in to the Admin tool, then click Employees.
Search for the user, then click their name.
Scroll down and click User Details.
If you can't see View user details, this confirms the user hasn't completed the security setup. You can generate a new first-time password for the user by clicking on Reset password.
If you believe there should be an option to generate a recovery code for a user, or have encountered any other issues, raise a new case so we can investigate.