Troubleshooting MFA (Multi-Factor Authentication)
If you are experiencing issues with your MFA, please follow the different steps below to have your issue resolved.
Check Internet Connection
Multi-Factor Authentication (MFA) apps require internet or mobile data to function properly.
Steps:
Open your phone’s Settings.
Tap Wi-Fi and ensure you're connected to a stable network.
If using mobile data, go to Mobile Network and confirm data is enabled.
Open a browser and try visiting a website to test connectivity.
If no connection, restart your router or toggle Airplane Mode on and off.
Verify Time Sync
Incorrect time settings can cause authentication errors.
Steps (Android & iOS):
Open Settings.
Tap Date & Time.
Enable Automatic date & time or Set time automatically.
Restart your phone to apply changes.
Restart the MFA App
Refreshing the app can resolve temporary glitches.
Steps:
Swipe up or press the Recent Apps button.
Find the MFA app (e.g., Microsoft Authenticator).
Swipe it away to close.
Reopen the app from your home screen or app drawer.
Clear App Cache (Android Only)
Clearing cache can fix performance issues.
Steps:
Open Settings.
Tap Apps or Application Manager.
Find and select Authenticator.
Tap Storage.
Tap Clear Cache.
Re-register MFA
Reconfigure MFA using your organization’s setup link.
Steps:
Remove Account from MFA App
Open your MFA app (e.g., Microsoft Authenticator).
Locate the account that’s causing issues.
Tap the three dots or gear icon next to the account.
Select Remove account or Delete.
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Confirm the removal.
Re-add Account to MFA App
Locate your company’s MFA setup link (usually sent via email or found in your internal portal).
Open the link on your phone or computer.
Follow the instructions to scan a QR code or enter a setup key.
Approve the test sign-in to confirm setup.
Try Backup Codes
Use backup codes if you can’t access the MFA app.
Steps:
Locate the backup codes provided during MFA setup (often saved or printed).
During login, choose “Use backup code” or similar option.
Enter one of the codes.
Save remaining codes securely for future use.
Contact IT Support
If you're locked out, IT can help with a bypass or reset, reach out to Mozar's IT help through our support portal via the following link.