Multi-Factor Authentication (MFA) Issues

MFA Common Challenges and Solutions

Multi-factor Authentication (MFA) provides an essential layer of security for your AWARD® account. While MFA significantly boosts security, there are instances where users may encounter difficulties during setup or when using it.  If you encounter any difficulties with MFA, don't hesitate to reach out to AWARD® support for assistance and guidance.

Remember, the inconveniences associated with MFA are minor compared to the enhanced security it offers, protecting your account and sensitive information from potential threats.


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. 

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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.

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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, you should immediately contact AWARD® support. They can help you regain access to your account and assist with updating your MFA settings.


4. 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.


5. 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.


6Changing 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.


Related Articles:

Signing into AWARD using MFA





Hannah is the author of this solution article.

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