Resetting your password or MFA

Overview

This article describes how to recover access to your Kompass account if you have forgotten your password or lost access to your MFA device.

Forgotten password

Go to the Kompass login page, enter your email address and click Continue, then click Forgot password? on the password step.
Enter your email address and click Send reset link. If your email matches an account, you will receive an email within a few minutes.
Open the email and click the reset link. The link is valid for one hour.
Enter a new password and click Set password. If you use an authenticator app, you also need to enter a current code from it, or one of your recovery codes. If your account is protected by a passkey only, the password cannot be reset on this page: click I've lost my authenticator to ask an administrator to reset your MFA first.

If you only sign in with Microsoft and have no Kompass password, your password is managed in Microsoft. The reset email then directs you to Microsoft's password reset instead. If your organisation requires Microsoft sign-in for your email domain, no reset email is sent at all (unless your administrator has exempted you): sign in with Microsoft. If you do have a Kompass password but your email domain uses Microsoft sign-in, Continue takes you to Microsoft, so open the reset page directly at https://<your Kompass address>/accounts/password/reset/. See Signing in to Kompass.

Lost MFA device

If you have lost your authenticator app and do not have recovery codes saved:

Start a password reset as described above and open the link in the email.
On the Set password page, click I've lost my authenticator. An email is sent to your administrators telling them that you have lost access.
Your administrator verifies your identity (through your usual internal process) and resets your MFA in Kompass Admin.
Set up MFA again. If MFA is required for your account, Kompass asks you to do this at your next sign-in.

Lost-device reports are rate-limited to three per 24 hours per user to prevent admin inbox flooding.

Recovery codes

When you set up MFA, Kompass shows a list of one-time recovery codes. Each one can be used once in place of an authenticator code. Save them in a password manager or print them.

If you still have recovery codes, you do not need to involve your administrator: enter one of them in the Authentication code field on the MFA page, in place of an authenticator code.

For administrators

To reset a user's MFA:

Open the Kompass Admin at /admin/users/user/.
Find the user and tick their checkbox.
From the Action dropdown, choose Reset MFA enrolment and click Go.

The user's authenticator apps, recovery codes and passkeys are all cleared. If MFA is required for their account, they are asked to set it up again at their next sign-in; otherwise they set it up again themselves.