Summary

This guide helps you troubleshoot and resolve: Two-factor authentication problems. Follow the steps below to fix the issue.

Common Causes

Two-Factor Authentication Problems - Business User Guide

Problem

You're unable to complete two-factor authentication (2FA), or you're locked out of your account because you can't receive the verification code.

What is 2FA?

Two-factor authentication adds an extra layer of security by requiring:

1. Something you know (your password)

2. Something you have (your phone, security key, or code)

Solutions

Step 1: Identify Your 2FA Method

Check how your company has set up 2FA:

• Authenticator App (Microsoft Authenticator, Google Authenticator)
• SMS Text Message (phone number)
• Email (backup email)
• Security Key (physical USB key)

Step 2: For Authenticator App Issues

Code not working:

1. Ensure your phone's time is synced automatically

• Android: Settings → System → Date & Time → Use network time
• iPhone: Settings → General → Date & Time → Set Automatically

2. Open the app and wait for the code to refresh (codes change every 30 seconds)

3. Try entering the newest code

Lost your phone:

1. Use a backup method (SMS, email, or security key)

2. Contact IT Support for account recovery

3. You may need to verify your identity in person

Step 3: For SMS/Text Message Issues

1. Ensure you have good cell signal

2. Check that your phone number is correct in your account settings

3. Wait 2-3 minutes — codes can be delayed

4. If you haven't received multiple codes, try requesting again

5. Contact your mobile provider if texts are blocked

Step 4: For Email 2FA Issues

1. Check your spam/junk email folder

2. Ensure your backup email is accessible

3. If you've changed your email recently, update it in your company account

Step 5: Using Backup Codes

When you first set up 2FA, you should have received backup codes:

1. Look for a file named "Backup codes" or similar

2. Store them securely (not on your computer)

3. Use one code as a one-time login

4. You'll need to set up 2FA again after using backup codes

Step 6: Get Help from IT

If you cannot access your account:

1. Contact IT Support immediately

2. Be prepared to verify your identity:

• Employee ID
• Manager's name
• Security questions
• In-person verification

3. IT can reset your 2FA or provide alternative access

Preventing Future Issues

• Register multiple 2FA methods (app + SMS + email)
• Keep backup codes in a secure location
• Update your phone number if it changes
• Don't delete the authenticator app without backup

Need More Help?

Contact IT Support with:

• Your employee ID
• The error message you're seeing
• What 2FA method you're using

Still Having Issues?