Multi-Factor Authentication (MFA) - Help & Troubleshooting

Multi-Factor Authentication (MFA) - Help & Troubleshooting


Authentication App – Common Issues:
No longer have codes after getting a new phone

  • If sync is enabled in your Authenticator app, your codes should restore automatically when you sign in.

  • If you still have your old phone, try using the app there to log in and reset MFA on your new device.

Code not working

  • Check your phone or computer’s time settings — they must be set to update automatically.

  • Codes rely on your device’s time. Even being off by a minute (e.g., after daylight savings) can cause codes to fail.


Passkey – Common Issues:
Can’t find or use your passkey

  • Your passkey might be saved in a password manager (e.g., iCloud Keychain, Google Password Manager, 1Password) — check if it’s on another device.

  • If your passkey is saved in iCloud Keychain, but you’re on a Windows or Android device, it may not appear. Try an Apple device or another sign-in method.

  • Use “Log in with a passkey” on the login page to ensure the correct option

Have a backup?
  1. If multiple MFA methods are set up, choose “Try another method” to sign in with a backup option (e.g., authentication app or SMS).


Text Message (SMS / WhatsApp) – Common Issues:
Not receiving codes via WhatsApp

  • Codes come from +1 555‑705‑4705. Check your WhatsApp and search for this number.

  • If no messages appear, send a test message to that number. This can trigger a prompt asking whether you trust the number if WhatsApp flagged messages as spam.

Setting up SMS MFA while overseas

  • Overseas numbers cannot receive short-code SMS texts. Use WhatsApp instead if your number is linked.

  • Select “Send a WhatsApp message” during setup; it will switch automatically.

  • If you don’t have WhatsApp, you’ll need to use the authentication app instead.

 
Recovery Codes/Keys:
Using recovery codes/keys to reset MFA
If you still have a couple of recovery keys, you could use a recovery key to log in and then another recovery key to get access to your authentication settings by going to Settings > Set up multi-factor authentication > choose the authentication> remove