If a user has lost their device, you can disable their 2-Factor Authentication to allow them to log in with a username and password.
This function should only be used once the user's identity has been verified (e.g. on Zoom, FaceTime, Teams, etc.) with an Administrator at the firm.
To disable another user's 2FA:
Navigate to the Users tab and select the user's name to bring up the details panel on the right-hand side of the screen.
Select the "Disable 2-Factor Authentication" link as shown above. When you confirm, the user's 2FA will be disabled and they will be able to log in with their username and password only.
To maintain a higher level of security, it is highly recommended that the user sets up 2FA immediately with their new device.