Two-factor authentication problems
Summary
This guide helps you troubleshoot and resolve: Two-factor authentication problems. Follow the steps below to fix the issue.
Common Causes
Problem
You are unable to complete two-factor authentication (2FA), or you are locked out of your account because you cannot receive the verification code. If you are also unable to log in to the company portal, see Cannot login to company portal. For domain-credential issues, refer to Cannot login with domain credentials.
Security warning: Never share your 2FA verification codes, backup codes, or passwords with anyone, including IT support staff. Your IT team will never ask you to provide a 2FA code over email, chat, or phone. Treat any unsolicited 2FA request or unexpected push notification as a potential phishing or social engineering attempt. If you receive a push notification or code that you did not initiate, do not approve it. Change your password immediately and open a ticket via Open a Ticket to report the suspicious activity.
What is 2FA?
Two-factor authentication adds an extra layer of security by requiring:
- Something you know (your password)
- Something you have (your phone, security key, or code)
Solutions
Step 1: Identify Your 2FA Method
Check how your organisation has set up 2FA:
- Authenticator app (Microsoft Authenticator, Google Authenticator)
- SMS text message (phone number)
- Email (backup email)
- Security key (physical USB key)
Step 2: Authenticator App Issues
Code not working:
- Ensure your phone's time is set to automatic synchronisation. Incorrect device time causes codes to be invalid.
- Open the authenticator app and wait for the code to refresh. Codes change every 30 seconds.
- Enter the newest code displayed before it expires.
Microsoft Authenticator supports push notifications. If you receive a push request that you did not initiate, reject it immediately. The app can be restored from a cloud backup if you reinstall it on a new device.
Lost your phone:
- Use a backup method such as SMS, email, or a registered security key.
- Open a ticket via Open a Ticket for account recovery.
- You may need to verify your identity in person with your IT support team.
Step 3: SMS/Text Message Issues
- Ensure you have good cellular signal.
- Confirm that the phone number stored in your account settings is correct. Go to Account Settings > Security > Two-Factor Authentication to verify your registered number.
- Wait 2–3 minutes, as codes can be delayed by your mobile provider.
- If you have not received multiple codes, request a new one.
- Contact your mobile provider if texts appear to be blocked.
If you are travelling internationally, you may not receive SMS codes. Consider adding an authenticator app or security key as an alternative method.
Step 4: Email 2FA Issues
- Check your spam or junk folder for the verification email.
- Ensure the backup email address is accessible.
- If you have recently changed your email, update it in your company account via Account Settings > Security > Email Address.
Step 5: Using Backup Codes
When you first set up 2FA, you should have received backup codes. These are one-time use codes that let you log in when other methods fail.
- Locate the file named
Backup codesor similar. - Store the codes offline. Print them or save them in a password manager. Never keep them on the same device used for authentication.
- Enter a backup code as a one-time login.
- After using a backup code, you will need to set up 2FA again.
Step 6: Get Help from IT
If you cannot access your account:
- Open a ticket via Open a Ticket immediately.
- Be prepared to verify your identity. Examples include:
- Employee ID
- Manager's name
- Security questions
- In-person verification if required
- IT can reset your 2FA or provide an alternative access method.
Administrator vs end-user roles: End-users cannot reset their own 2FA if they are fully locked out. Only your organisation's IT administrator or helpdesk can reset 2FA methods through the admin console.
Complete Lockout: No Backup Methods Available
If you have lost your phone, deleted the authenticator app, performed a factory reset without backup codes, and have no other registered 2FA method:
- Open a ticket via Open a Ticket immediately.
- Request manual identity verification and a 2FA reset from your IT administrator.
- Be prepared to provide proof of identity, such as your employee ID and manager's name.
- Once your 2FA is reset, log in and immediately register multiple 2FA methods and save new backup codes offline.
Deleted Authenticator App or Factory Reset
If you delete the authenticator app or factory reset your phone without backing up your 2FA accounts:
- Use a backup method such as SMS, email, or a security key to log in.
- Go to Account Settings > Security > Two-Factor Authentication and remove the old device.
- Set up the authenticator app again on your new or reset device.
- Generate and save new backup codes in a secure offline location.
- If you cannot log in at all, open a ticket via Open a Ticket for account recovery.
After several failed 2FA attempts, your account may be temporarily locked. Pause and wait a few minutes before trying again, or open a ticket for assistance.
Preventing Future Issues
- Register multiple 2FA methods, such as an authenticator app, SMS, and email.
- Keep backup codes in a secure offline location.
- Update your phone number promptly if it changes via Account Settings > Security > Two-Factor Authentication.
- Do not delete the authenticator app without first setting up a backup method.
- Use hardware security keys that are FIDO2/U2F compatible. Newer laptops may require a USB-C adapter.
- Never approve a push notification or enter a code that you did not request.
Need More Help?
Open a ticket via Open a Ticket and provide:
- Your employee ID
- The exact error message you are seeing
- The 2FA method you are using
Still Having Issues?
💻 Open a Ticket