Why is MFA not working on my phone app?

Leo Comia Updated by Leo Comia

MFA can stop working for several reasons. Here are possible explanations and solutions:

MFA validation failed error

  • Solution 1: Ensure you are entering the correct MFA code.
  • Solution 2: If you're using a time-based authenticator app (like Google Authenticator or Microsoft), the clock on your mobile device might be out of sync with the service's clock. Ensure your mobile device is set to automatic time and date sync. Some authenticator apps have a "time correction" feature you can use.

Update Date & Time on Your iOS Device

  1. From your home screen, go to Settings.
  2. Tap General.
  3. Click Date & Time.
  4. Make sure that the option Set Automatically is turned on.
  5. If this option is turned off, check that the correct Date, Time and Time Zone are selected.

For additional information, visit Apple Support.

Update Date & Time on Your Android Device

  1. Tap Settings to open the Settings menu.
  2. Tap Date & Time.
  3. Tap Automatic.
  4. If this option is turned off, check that the correct Date, Time, and Time Zone are selected.

Authenticator App Reinstallation or Data Loss

  • If you reinstalled the app or reset your phone, the MFA entry for Prompt would be lost.
  • Solution: Contact your Prompt Admin/Admins to reset your MFA setup.

Authenticator App Glitches

  • The app generating your MFA codes might malfunction.
  • Solution 1: Restart the app.
  • Solution 2: Reinstall the app then contact your Prompt Admin/Admins to reset your MFA setup.

Device Change

  • If you changed or reset your device (e.g., got a new phone), the MFA codes won’t transfer automatically unless a backup option is set up.
  • Solution: Install the authentication app then contact your Prompt Admin/Admins to reset your MFA setup.

You are using Email Token Multi-Factor Authentication

  • Solution: Check the instructions given after you enter your login credentials. If you got a message A one-time MFA code has been sent to your email, check the 6-digit code sent to your Prompt registered email address.

Refer to How to log in with Email Token MFA option

If you prefer to switch back to the MFA Authenticator Application method, contact your Prompt Admin/Admins to reset your MFA setup.
If none of these solutions work, contact Prompt Support for assistance.

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