If you have issues setting up multi-factor authentication (MFA), try these troubleshooting steps.
You cannot scan the QR code
Manually enter the setup key provided by your account's MFA setup page into the authenticator app.
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.
You lost access to the 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.
The 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.
You cannot add the account to the 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.
Comments
is it mandatory?
is it mandatory???
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