How To Fix Multi-Factor Authentication Not Working

Security & Access KB-1428

Summary

This guide helps you troubleshoot and resolve: How To Fix Multi-Factor Authentication Not Working. Follow the steps below to fix the issue.

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Common Causes

Multi-factor authentication (MFA) adds an essential layer of security to your accounts, but it can lock you out if your registered device or phone number stops working. This usually happens after you change phones, switch mobile carriers, or uninstall your authenticator app. The most reliable solution is to remove the faulty MFA method and re-register your current device.

Quick Fix Steps

Log in to your account using a backup authentication method if available.
Navigate to your account security settings.
Remove the outdated or non-functioning MFA device.
Add and verify your new phone number or authenticator app.
Save your changes and log out to test the new setup.

Detailed Instructions

Remove the faulty MFA method

Sign in to your online account using your username and password.
If prompted for MFA and you cannot complete it, look for a Use another verification option or I can't use my authenticator app right now link.
Once signed in, go to your account settings and select Security or Privacy & security.
Find the section labelled Additional security verification, Two-step verification, or Multi-factor authentication.
Locate the device or phone number that is no longer working and select Remove or Delete next to it.
Confirm the removal when prompted.

Removing your only MFA method may temporarily reduce your account security. Re-add a new method immediately to restore protection.

Re-register your preferred device

In the same security section, select Add sign-in method, Add authenticator app, or Add phone number.
Choose your preferred method:
- Authenticator app: Download Microsoft Authenticator, Google Authenticator, or Apple Passwords from your device's app store.
- Phone number: Enter your mobile number to receive SMS codes.
Follow the on-screen prompts to link your device. For authenticator apps, you will typically scan a QR code displayed on your screen.
Enter the verification code sent to your new device to confirm it is working.
Select Save, Done, or Finish to complete the registration.

Troubleshooting

Authenticator app codes are not accepted

Ensure the time on your mobile device is set to Automatic. Incorrect device time is the most common cause of invalid authenticator codes.
On iOS, go to Settings > General > Date & Time and enable Set Automatically.
On Android, go to Settings > System > Date & time and enable Set time automatically.
If you recently restored your phone from a backup, the authenticator app may need to be re-registered rather than simply reinstalled.

Not receiving SMS codes

Check that your mobile phone has signal and is not in flight mode.
Confirm you have not blocked messages from the service provider.
Ensure your mobile plan includes SMS reception and that you have not exceeded your inbox storage limit.

If you use a password manager such as Apple Passwords, Google Password Manager, or a third-party tool, it may store your MFA codes. Check there before removing your existing method.

Still locked out?

If you cannot sign in at all and have no backup verification options, you will need to reset your access through your service provider. For password-related issues on Windows devices, see our Password reset (Windows login) guide. Otherwise, Open a Ticket and our support team will assist you.

If you host with us, you don't need to do this yourself — just Open a Ticket and our Brisbane team will get it sorted.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket