Multi-Factor Authentication (MFA) Common Issues and Solutions

Gerri Geary

August 14, 2024 13:30

If you're experiencing issues with setting up multi-factor authentication (MFA), try these troubleshooting steps.

1. I can’t scan the QR Code

Manually enter the setup key provided by your account's MFA setup page into the authenticator app.

2. Authentication codes are not working

Check Device Time: Ensure your device's time settings are set to automatic. Incorrect time settings can cause codes to be out of sync.
Re-sync Time: Some authenticator apps have a "Time correction for codes" feature. Use this to sync your app’s time with the server.

3. I lost Access to Authenticator App

Use Backup Codes: Log in using the Recovery Code provided during the MFA setup.
Factor reset: Contact your Org Admin to reset your factors by disabling and re-enabling MFA.

If you don’t have an Org Admin please contact our support team to reset your factors.

4. Authenticator App is not generating codes

Restart App: Close and reopen the authenticator app.
Reinstall App: Uninstall and reinstall the app, then set up MFA again using the backup setup key or QR code.

5. I can’t add account to authenticator app

Check Permissions: Ensure the authenticator app has permission to use your device’s camera if scanning a QR code.
Manual Entry: Use the manual setup key option if scanning the QR code fails.

If you continue to experience issues, submit a request to our support team.