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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
If the above steps do not work, 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.

 

“Access Denied” after signing in

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

Note: This is not 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)?