Fix: MFA Code Not Working
Why This Matters
MFA issues almost always have a simple fix. This article covers the most common reasons an MFA code stops working and what to do in each situation.
Phone Clock Out of Sync
This is the most common cause of MFA codes not working. Authenticator app codes are time-based, so if your phone's clock is even slightly off the codes your app generates won't match what the system expects.
To fix this:
- Open your phone's Settings
- Go to Date & Time
- Turn on Set Automatically
- Try signing in again
Locked Out After Too Many Attempts
If you enter an incorrect code too many times in a short window, your account will be temporarily locked. The lockout clears on its own after 15 minutes. There is no way to speed this up.
While you wait, do not keep trying codes — additional attempts won't help and may extend the problem. Once the lockout clears, make sure your phone clock is set to automatic before trying again.
Lost Phone or No Access to Your Authenticator App
If you can't get to your authenticator app, you have two options:
Option 1: Use a backup code. On the sign-in screen, look for the option to use a backup code instead. Each code works once. If you have codes remaining, use one to sign in, then go to the profile icon in the top right and click Security to replace your device or regenerate backup codes.
Option 2: Contact your account owner. If you have no backup codes, your account owner can reset your MFA from the team member edit page. Once reset, you can re-enroll the next time you sign in.
💡 If you are the account owner and you are locked out with no backup codes, contact support.
Trusted Device Not Being Recognized
If you checked Remember this device but are still being asked for a code, one of the following is likely the cause:
- It has been more than 30 days since you last verified on that browser
- You cleared your browser cookies
- You are using a different browser than the one you originally trusted
- You are using a private or incognito window
Any of these will trigger a fresh MFA prompt. This is expected behavior, not a bug. Simply enter your code to verify and check Remember this device again if you want to reset the 30-day trust window.
New Phone, Old Authenticator App
If you got a new phone and didn't migrate your authenticator app, your old codes no longer work. If you can sign in using a backup code, do so and then go to the profile icon in the top right and choose Security and click Replace with a new device to set up your new phone. If you have no backup codes, contact your account owner for a reset.
Questions and Answers
Q: My code looks right but the system keeps rejecting it. What's wrong?
A: The most likely cause is your phone's clock being out of sync. Go to your phone's Date and Time settings, turn on Set Automatically, and try again.
Q: I'm locked out and can't wait 15 minutes. Is there anything I can do?
A: Unfortunately there is no way to bypass the lockout window.
Q: I used a backup code to get in but I'm running low. What should I do?
A: Go to the profile icon in the top right and click Security and click Regenerate backup codes to get a fresh set of 10. Save them somewhere safe right away — the old codes are cancelled the moment you regenerate.
Q: I keep getting asked for a code even though I chose Remember this device. Is something broken?
A: No. The trusted device setting expires after 30 days and is also cleared if you switch browsers or clear your cookies. Simply verify again and check Remember this device to restart the 30-day window.
Q: I lost my phone and have no backup codes. What do I do?
A: Contact your account owner. They can reset your MFA from your team member edit page so you can re-enroll on your next sign-in. If you are the account owner, contact support.
Guide Type: Fixes & Troubleshooting
Estimated Time: 5 minutes