If two factor authenticator is enabled, this would be the expected 2FA login process.
If 2FA is enabled via the domain for all, the domain owner can reset a users 2FA via their Identity account.
If the domain owner logs in to Identity via the Identity Access Cloud page, they will be able to reset a user's 2FA.
They need to go to Two-factor authentication, then select Disable for someone else at the bottom of the screen:
Whoever set this up can add account owners to the account they set up to allow other users to log in and manage this.
If the user has set up 2FA on their account themselves, they can use the backup codes generated during setup to regain access if the codes from the authenticator app are not working.
If the code is to be sent via email and has not arrived in your inbox, we advise contacting your IT to whitelist our IP's and domains.