This article is for users who experience problems when setting up or using Multi‑Factor Authentication (MFA) during sign in to AWARD®, and need help resolving them.
MFA Common Challenges and Solutions
Multi-Factor Authentication (MFA) adds an important extra layer of security to your AWARD® account. While it helps protect against unauthorised access, you may occasionally encounter issues during setup or when signing in.
If this happens, the AWARD® Helpdesk is here to help—please don’t hesitate to get in touch and we’ll guide you through it.
Although MFA introduces an additional step to the login process, it plays a key role in keeping your account and sensitive information secure, making it a worthwhile safeguard.
Below is a list of common issues and how to overcome them:
1. Timeout Warning
Issue: During set up, be aware of the timeout; if you take too long, you'll see a warning.
Solution : Go back to the log-in screen. You'll need to start the setup process again.
2. QR Code Scanning Problems
Issue: You encounter difficulties when scanning (or can't scan) the QR code provided during the initial setup of MFA.
Solution: If you have trouble scanning the QR code, you can opt for manual entry of the authentication key. Look for an option, labelled as "Unable to scan," and follow the on-screen instructions to enter the key manually.
3. Lost or Stolen Mobile Device
Issue: You've lost your mobile device, or it's been stolen, and you can't access your authentication app.
Solution: In the event of a lost or stolen device, contact AWARD® Support as soon as possible. They can help you regain access to your account and update your MFA settings.
4. Changing or Resetting Your Mobile Device
Issue: If you change or reset your mobile device, you may lose access to your authentication app.
Solution: After changing your device, reconfigure your authenticator app and MFA settings. If you can't access MFA on your new device contact AWARD® support, they can help you regain access to your account and assist with updating your MFA settings.
5. Expired One-Time Codes
Issue: One-time codes have a limited lifespan and can expire before you use them.
Solution: Ensure your mobile device's time and date settings are accurate. If your codes continue to expire prematurely, synchronize your device's clock to a trusted time source, and contact AWARD® support if the issue persists.
6. Temporary Network or Connectivity Issues
Issue: Temporary network or connectivity issues can impede your ability to receive or use one-time codes.
Solution: Ensure you have a stable internet connection when accessing your authenticator app for one-time codes. In cases of network issues, wait for the connection to be restored or use backup authentication methods if available.
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