This article explains how to recover access to the SentinelOne console when multi-factor authentication (MFA) is broken, inaccessible, or can't be completed.
Common Symptoms
MFA codes are not accepted on the SentinelOne console login screen
The MFA enrollment QR code is no longer valid or can't be scanned
The authenticator app was removed, reset, lost, or moved to a new device, and the old codes no longer work
MFA enrollment was never completed and the setup window has expired
Resetting MFA by Recreating the Console User
SentinelOne MFA is reset by deleting the console user in the Guardz platform and adding it again. This sends a new invitation and starts a fresh MFA enrollment.
In the Guardz platform, go to All Customers and select the customer.
Go to Security Controls > Endpoint Security > SentinelOne.
Under Console Access, click the edit (pencil) icon.
Delete the affected user.
Add the user again with the same email address, role, and scope.
The user receives a new invitation email. They follow it to set up their account and scan the new QR code with their authenticator app.