Delete retained challenges

A retained challenge is a set of questions that the user was prompted to answer but did not answer correctly. Users are forced to answer the same set of questions presented to them during a knowledge-based authentication (KBA) challenge until the time limit for answering those questions expires. The time limit is controlled by the Q&A Challenge Lifetime setting, and can be modified at any time. See Modify knowledge-based authentication settings for more information.

This procedure describes how to delete the record of past questions a user failed to answer correctly. Doing so allows the user to answer a new set of questions correctly.

Note: You do not need to complete this procedure when the Disable Challenge Retention authenticator setting is enabled. When Disable Challenge Retention is enabled, a user is prompted to answer a new set of questions each time a KBA challenge is requested.

Delete retained challenges

1.      Click > Members > Users. The Users List page appears.

2.      Click the User ID of the user. The User Details page appears.

3.      Click the Authenticators tab. The Authenticators page appears.

4.      Click  to the right of the KBA authenticator that you want to enable or disable. A drop-down list appears.

5.      Select Delete Retained Challenges. A confirmation pop-up page appears.

6.      Click Delete.

The user's past record of failed KBA attempts is deleted. The user can now answer a new set of questions to complete a knowledge-based authentication challenge.