Troubleshoot Multi-Factor Authentication

Solutions:

• Check Spam/Junk Folder: Sometimes emails can be misdirected.

• Verify Email Address: Ensure the email address associated with your account is correct.

• Resend Code: Request a new MFA email from the login page.

• Email Settings: Check with your IT department to ensure your email service provider isn’t blocking the emails from our MFA service.

Solutions:

• Request a New Code: Use the “Resend Code” option from the login page. Be aware that requesting a new code will invalidate any previous codes.

If you do not have access to your email account, you will not be able to complete the MFA process using email. MFA email-based authentication relies on access to the email account, which is crucial for receiving the verification code.

The only solution for this case is to contact your system administrator to update the email address on your account to an email that you have access to. Otherwise, you need to gain access to your email account before you can log into the application.

Solutions:

• Disable MFA: Contact your system administrator to temporarily disable MFA on your account.

Solutions:

• Try a new code: MFA codes are short-lived codes that expiry after few seconds. Check your authenticator app and try a new code.