MFA Trouble Shooting

Option Troubleshooting Steps
I did not get a code sent to my email as expected.

This can be related to many issues. Please check the following:

• Make sure it is not in your junk mail or spam folder.

• Click Resend if you think your email on file is correct or the email was accidentally deleted.

• Contact your Center Administrator to make sure your email in your User Profile is correct. If it must be corrected, have your Center Administrator let you know when it has been corrected, click Cancel to go back to the Log In form and enter your User ID/Password again and wait for your code.

• The email may take longer than expected. Be patient.

• Try selecting Text if you have a Mobile Phone and click Resend.

I did not get a code sent to my cell phone as expected.

• Try clicking Resend to get a new code.

• If you have a valid Email, change your notification to Email and click Resend.

If you still do not receive a code, have your Center Administrator:

• Ensure you have a valid phone number in your User Profile.

• Click Cancel and try to log in again after your profile is updated.

I got a message that my code expired.

• Click Resend to get a new code.

• Check the notification you get to see how long the code is good for and log in within that time frame.

I got a message that my notification methods are not configured. Contact your Center Administrator and ask them to fill in your Email and Mobile Phone. Once that is completed, click Cancel to go back to the Log In form and try again.
I got a message that my account has been locked. Contact your Center Administrator and ask them to verify your Email and Mobile Phone. Once that is completed, they will need to reset your Account for Multi-Factor Authentication. Once that has been done, click Cancel to go back to the Log In form and try again.
My phone number and or Email is wrong. Contact your Center Administrator and ask them to update your Email and/or Mobile Phone. Once that is completed, click Cancel to go back to the Log In form and try again.