Reset a User's Password or MFA
How MSP admins send a password reset or re-trigger MFA enrollment for their own users or a customer's users in Synthreo Canopy.
Application: Synthreo Canopy (canopy.synthreo.ai)
Role: MSP Administrator
Overview
Section titled “Overview”When a user is locked out, cannot sign in, or needs to re-enroll their second factor, you handle it from User Management in Canopy. The actions are the same whether the account is one of your MSP users or one of a customer’s users - the only difference is where you do it:
- MSP users - in your own Canopy session.
- Customer users - inside a delegated session for that customer, so the change applies only to their tenant.
How to do it
Section titled “How to do it”The steps and screenshots live in the canonical Canopy guides:
- Send a password reset - see Sending a Password Reset. Canopy emails the user a link to set a new password.
- Reset MFA - see Resetting MFA for a User. Canopy emails the user a setup link to enroll a new second factor.
For customer users, open a delegated session first, then follow those same steps within it.
Notes for MSP admins
Section titled “Notes for MSP admins”- Resetting MFA does not disable MFA. It starts a re-enrollment flow; the user’s next sign-in prompts them to set up a new second factor.
- All User Management actions taken in a delegated session apply only to that customer’s tenant.
- Only users with Canopy (Tenant Management) access can sign in to canopy.synthreo.ai.