I have a user that lost thier phone. How can I reset the 2 factor authentication so they can get on the VPN?

Question

Never encounter this before. They do not seem to be able to login to the portal to get a new QR code for the new phone. Is there a reset procedure I am missing?

TonV · Accepted Answer

Login to your Sophos XG web console and go to Authentication > One Time password, here you can delete the user, let them login again to their portal and the user will need to scan the new qr code.

Argo · Answer

Hi JohnAnderson1, 
 on the user id with Authentication - OTP, there is a blue circle with an I. 
 click this (voila) the QR code, get it over to the user. 
 please send it securely...

TonV · Answer

I would never use the same otp code when a phone is lost. Maybe the user also had his password and login info on the phone and voila a security breach. 
 
 Always delete the OTP and let them scan a new one.