User Access Reset Tool

There are self-service actions users can take when they forget their password, need to update their security questions or change their 2FA phone number in NetSuite. When these self-service methods are not sufficient to resolve the problem, users need assistance. The User Access Reset page provides one place for users with an Administrator role or a role with Core Administration Permissions (CAP) to assist other users who need help with:

• Resetting a NetSuite password

• Clearing security questions

• Unlocking access to NetSuite

• Resetting 2FA settings

To use the User Access Reset Tool:

1. In an Administrator role or a role with Core Administration Permissions (CAP), go to Setup > Users/Roles > User Management > User Access Reset Tool.

2. On the User Access Reset page, enter the email address of the user who requires your help.

3. Check the appropriate box or boxes. You can check multiple boxes if the user needs help with more than one thing.

   1. Initiate Password Reset: Check this box to send an email to the user containing a link so that the user can reset the NetSuite password.

   2. Clear User’s Security Questions: Check this box to clear the user’s security questions. The user will be prompted to set up new security questions and answers after the next login to NetSuite.

   3. Unlock The User’s Access: Check this box to unlock NetSuite access for a user who is locked out of NetSuite after submitting six consecutive incorrect passwords.

   4. Reset 2FA Settings: Check this box to reset (or clear) the user’s settings for 2FA. The user will be prompted to enter new 2FA settings after the next login to NetSuite with a 2FA-required role.

4. Click Save.

DISCLAIMER

The ability to reset a user's credentials only works for single-account users. For multiple account users e.g. access to Production/s, Sandbox/s, Development/s, the Administrator must also have an Administrator role to ALL accounts that the user has access to. Otherwise, contact Support.