When a user cannot gain access to his/her accounts because he/she cannot access the phone and had lost the recovery code downloaded at the time of configuring 2FA, the user can request a one-time recovery from the organization admin.
However, instead of sending a recovery code each time the user needs to gain access to his/her accounts, the organization admin can disable 2FA for the user. Here’s how!
Navigate to the Neo Admin Center > Users.
Search for the user in the search bar to the left.
Under the Security tab, click on the Disable 2FA button.
Note: If 2FA is mandated as a policy, the next time the user logs in, he/she should re-configure the 2FA.