Troubleshoot Verification Code Delivery Issues
When enabling multi-factor authentication, users can choose from three different methods to receive verification codes: a mobile app, a text message, or a voice call.
If a member has a problem with their verification code, first try issuing their current code. The current code resets every 30 seconds.
Mobile App
If the user receives verification codes through a mobile app, they'll need to install the app on their phone. The mobile app generates a random six to eight digit one-time code.
If the user does not have the app installed or needs help setting up the app, you can send the user their secret key or QR code. First, copy the QR code or secret key using one of the following options:
Right-click on the QR code image and click Copy Image.
Highlight the Secret Key, right-click on it, and click Copy.
Paste the selected item into an email and send it to the user.
If the user is having a problem synchronizing the mobile authenticator app with Flexmls, the secret key may need to be reset. To reset the key, use the following instructions:
Click the Reset button next to the secret key code.
A message will appear saying, “WARNING: Resetting the secret key will invalidate any current phones. Do you want to continue?” Click OK to reset the secret key.
Click Save.
Text Message or Voice Call
If a user encounters a problem receiving verification codes via text message or voice call, they may not have specified the correct phone number. You can adjust the user's phone number.
Click the dropdown next to Code Delivery and select Text Message or Voice Calls.
Type the user's phone number into the Backup Number field.
Click Save.