Resolve and manage MFA errors

Overview

Identify, monitor, and resolve Multi-Factor Authentication (MFA) related issues to restore secure access and maintain business continuity. By effectively managing MFA errors, you can reduce downtime, prevent unauthorized access, and ensure a secure experience.

View MFA error logs

1. On the MFA screen, click More .

2. Select the View MFA error logs option. 

3. On the Multi-Factor Authentication Errors window that opens, you can:        

   1. Search for the error log

   2. Filter by date

   3. Filter the type by:                

      1. Account Lock

      2. Cooldown Activated

      3. MFA Provider Failure

      4. Not My Number 

Lock employee or technician account

1. On the Security screen, click More .

2. Select Lock user Account. 

3. In the confirmation window that opens, click Lock Account to proceed with locking the employee or technician account, or click Cancel to dismiss the action. 

View MFA errors and system messages

Account lock

After multiple failed MFA attempts, the system locks the employee or technician account and displays a message prompting them to contact their administrator.

Code resend cooldown period

Note: You can reset the 1-hour MFA setup cooldown so you can try again right away.

After five failed verification attempts, employees or technicians receive a cooldown error message and must wait before trying again.

Not my number

If the displayed phone number is incorrect, employees or technicians can click It's not my phone number. The system displays an error message.

An error message appears.

The account is locked after multiple failed login attempts.

If the session times out, a Session Expired error message is displayed.

Use recovery codes

You see your recovery codes only when you first log in. Save them in a secure location, as you need one if you lose access to your mobile device.

Note: Recovery codes are shown to users with an Administrator role only. The order of codes is important, and if you don't save them, there's no way to recover them.

Troubleshoot MFA errors

During the MFA process, employees or technicians may encounter the following errors:

• Incorrect phone number: The phone number the employee or technician enters doesn't match the one associated with their account.

• Account lock: Employee or technician account is temporarily locked due to multiple failed login attempts.

• Cooldown: The system temporarily blocks additional verification attempts after too many failed MFA submissions.

• SMS failure: The system is unable to send the verification code by SMS.

• MFA provider failure: The system was unable to retrieve data from the MFA provider, for example, Twilio, and the request failed with the Error Code: 500

Want to learn more?

• See Enable Multi-Factor Authentication for Identity Services

• See MFA FAQ

• See Set up MFA with Google or Microsoft Authenticator