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My MFA Code Is Not Working

Resolve common MFA verification code issues caused by time synchronization, authenticator app configuration, or expired codes.

Overview

If your Multi-Factor Authentication (MFA) code isn't being accepted, it's usually caused by an expired verification code, an incorrect device time, or an authenticator app that is no longer synchronized with your Detechtion account. Follow the troubleshooting steps below before contacting Support.

Step 1: Verify Your Device Time

One of the most common causes of MFA issues is an incorrect date, time, or time zone on your device.

  • Set your phone's Date & Time to automatic.
  • Set your phone's Time Zone to automatic or ensure it matches your current location.
  • Verify your computer's Date & Time is correct.
  • Ensure both your computer and mobile device are using the same local time.

          Important: If your phone or computer is using the wrong time or time zone, the authenticator app may generate an invalid verification code.

          Step 2: Wait for a New Verification Code

          1. Wait for the next verification code to generate if the current one is about to expire.
          2. Enter the new 6-digit verification code.
          3. Submit the code before it expires.

                Step 3: Verify You're Using the Correct Authenticator Account

                If you have multiple Detechtion accounts or recently reset MFA, make sure you're using the correct account in your authenticator application. If MFA was recently reset, you'll need to scan the new QR code before signing in again.

                Step 4: Verify You're Using the Correct Authenticator App

                • Microsoft Authenticator
                • Google Authenticator
                • Other compatible TOTP authenticator applications

                    Step 5: Reset MFA

                    If your verification code continues to fail, your MFA configuration may need to be reset. See the related article: 'How to Reset Multi-Factor Authentication (MFA)'.

                    Still Need Help?

                    Please provide the following information when contacting Support:

                    • First Name
                    • Last Name
                    • Company Name
                    • Product
                    • Email Address
                    • Description of the issue
                    • Screenshot of the error message (if available)

                                Support Tip

                                One of the most common causes of MFA issues is an incorrect time zone. Verify that both your phone and computer are synchronized to the correct date, time, and time zone before attempting to log in.

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