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Why we cannot reset user's 2FA settings?

edited Jun 2, 2025 2:38PM in Ask A Guru 5 comments

Hi gurus,

One user couldn't login to NetSuite as he isn't receiving the code via SMS. So we tried resetting his 2FA settings via user access reset tool but get the error message:

"You cannot perform the actions you selected for this user. Possible reasons include: you entered an invalid email address, you do not have adequate permission, or you are not an administrator in all the accounts to which this user has access"

We made sure there was no extra space after the email address that we keyed in, and they do not have a sandbox acct. From previous experience, this error was caused by either an extra space in the email address or if the user has access to their sandbox/release preview. The only thing that's different is that this user has 2 Employee records with the same email address. We're not sure if this causes an issue on the resetting.

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