Reset an owner's two-step

In short

When an owner loses their authenticator, check it's really them (a video call with their PCN card, or in person with photo ID), confirm the checks and a reason, and send it to a colleague to approve. Nothing is reset until they do.

Who: the onboarding team and support. Only for an owner or superintendent pharmacist.

1. On the business's Staff sign-in, choose Reset two-step… next to them.
2. How did you check it’s really them? Video call, with their PCN licence card shown, or In person, at a branch, with photo ID. A video call is usually quicker; choose in person if they can't show their PCN card. A phone call or message alone isn't enough.
3. Confirm each check:
   • Their face and name match the card or ID.
   • The licence number on their card is the one on file.
   • Send Code texts a code to the number on file. Type the Code they read out and choose Check Code. It ticks itself once it matches.
4. Reason: for example "Lost or replaced phone".
5. Second approver: choose a colleague. Not you.
6. Choose Send for Approval.

Until it's approved their current code still works. Once it is, they set two-step up again at their next sign-in.

No phone on file

If the owner has no phone number on file (a No phone pill), there's no SMS check: check them in person with photo ID instead. The rest is the same.

If something goes wrong

• "That code isn’t right. Ask them to read it again."
• "That code has expired. Send a new one."
• "A reset for … is already waiting for approval."
• "Arrowhead resets two-step only for the owner or superintendent. …"