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Troubleshooting for Multi-Factor Authentication (MFA)

If you’re having trouble signing in to Recordbase using Multi-Factor Authentication (MFA), this guide covers some scenarios you may encounter and how to resolve them.

The authenticator code isn’t working

    • Wait for a new code (they refresh every 30 seconds)
    • Make sure you’re entering the latest code from your authenticator app
    • Contact your Recordbase Admin/Superuser or IT Helpdesk and ask them to reset your MFA

After reset:

See Guides: 

 

I don’t have an authenticator app

    • An authenticator app is required once MFA is enabled
    • Install an app (recommended: Microsoft Authenticator) and try signing in again

For setup steps, see: Signing in to Recordbase with Multi‑Factor Authentication (MFA) 

 

I lost my phone or changed devices

If you no longer have access to your authenticator app, you won’t be able to sign in until it's been reset.
 
What to do:
Contact your Recordbase Admin/Superuser or IT Helpdesk and ask them to reset your MFA
 

After reset:

See Guides:

 

I deleted or reinstalled my authenticator app

Your MFA setup is no longer linked to your account.

What to do:
Contact your Recordbase Admin/Superuser or IT Helpdesk and request an MFA reset

After reset:

See Guides:

 


I can’t scan the QR code

    • Make sure your camera is enabled in your authenticator app
    • Try refreshing the page and scanning again

If you’re still stuck:
Follow the full setup guide: Signing in to Recordbase with Multi‑Factor Authentication (MFA) 

 

I don’t have a smartphone

Alternative options (such as desktop or browser-based authenticator apps) may be available.

  • Contact your IT team to confirm what options are supported.

 

Related issue: “Access Denied” after signing in

In some cases, you may see an “Access Denied” error after entering your MFA code.

Note: This is not usually related to MFA. It’s typically caused by a browser or login session issue.

Follow this guide to resolve it: Access Denied Error in Recordbase (How to Fix

You can also review the following MFA guides:

⇒ Signing in to Recordbase with Multi‑Factor Authentication (MFA)
⇒ How to Reset Multi‑Factor Authentication (MFA) in Recordbase 
⇒ What is Multi‑Factor Authentication (MFA)?