Introduction
While MFA greatly enhances your account’s security, you might occasionally run into issues. This guide covers common problems and how to resolve them.
Common Problems and Solutions:
Lost Access to Mobile Authenticator
- Problem: You’ve lost your phone or deleted the authenticator app.
- Solution: Use one of your backup codes to log in. After logging in, reconfigure MFA with your new device.
Not Receiving Email OTPs
- Problem: You’re not receiving the one-time password in your email.
- Solution: Check your spam/junk folder. Ensure your email account is not blocking messages from our domain. If issues persist, contact support.
Out-of-Sync TOTP Codes
- Problem: The code from your authenticator app isn’t working.
- Solution: Ensure your phone’s time is set to automatic. If the problem continues, try re-syncing the time within the app, or reconfigure the authenticator.
Forgot or Misplaced Backup Codes
- Problem: You can’t find your backup codes, and your primary MFA method isn’t accessible.
- Solution: Contact support for account recovery. Once recovered, generate and securely store a new set of backup codes.
Locked Out of Account
- Problem: You’re completely locked out due to MFA issues.
- Solution: Try requesting a Magic Link. If this doesn't work, reach out to our support team with identity verification. We can help you regain access to your account.
Conclusion
Most MFA issues can be resolved quickly with the right steps. Always ensure your backup methods are up to date and accessible.