MFA is not working: first checks
The short list of things to check before opening a ticket.
Before opening a ticket, run through these — they resolve most MFA sign-in problems on their own:
- Is the device online? Your device needs connectivity to receive and sign the challenge — see how authentication works.
- Is this the right device? Sign-in only works with the identity originally registered to the account. A different device or a freshly restored identity won't match — see recovering account access if you're not sure which one that is.
- Did the challenge time out? Challenges are short-lived on purpose. If you stepped away before approving, request a fresh sign-in attempt rather than reusing the old one.
- Legacy TOTP fallback — if your account still has an old authenticator-app code configured, check your device's clock is accurate; TOTP codes are time-based and drift causes mismatches.
Still stuck?
Submit a ticket under Account & Access — include the approximate time of the failed attempt and whether you were prompted for biometrics at all.