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
 


    • Related Articles

    • How do I set up Multi Factor Authentication on my account?

      Multi-factor authentication, or MFA, adds an extra layer of security to your Simplicity account and helps protect your money. You can choose from three MFA options: Authenticator app — use an app such as Google Authenticator (Apple app store/Google ...

    • How does the Simplicity member app work?

      Once we’ve processed your application, we’ll email you instructions for logging in to the Simplicity member app. Haven’t received your login email? Please check your spam or junk folder first. If you still can’t find it, email us at ...

    • Why are my accounts split across multiple logins?

      Since the username for your online access is also your email address, your Simplicity accounts will be split across multiple logins if you use multiple email addresses. To consolidate your accounts under one login, please ensure that your email ...

    If we can't answer your question, please get in touch: