Troubleshooting MFA Login and Setup Issues

Resolve common MFA problems and regain access to your account

Before you start: If you're looking for MFA setup instructions, recovery options, or information about supported authentication methods, see Logging in with MFA to Beeline Enterprise. 

If you're having trouble completing MFA setup, receiving invalid authentication codes, or accessing your account after changing devices, this article can help you identify and resolve the most common MFA-related issues.

My Authentication Code isn't working

Authentication codes may stop working if:

• Your device time isn't synchronized
• The code expired before you entered it
• The authenticator app wasn't set up correctly
• You're using an authenticator profile from an old device

• You're entering a code from the wrong authenticator account

Check Your Device Time

iPhone

1. Open Settings.
2. Select General.
3. Select Date & Time.
4. Turn Set Automatically on.

Android

1. Open Settings.
2. Select Date & Time.
3. Turn on Use network-provided time.
4. Turn on Use network-provided time zone.

✅ You should be redirected to the verification success screen or your Beeline dashboard.

Try again

1. Open your authenticator app.
2. Wait for a new 6-digit code to generate.
3. Enter the new code immediately.

✅ If the code is accepted, you're ready to continue.

I can't scan the QR code

If you can't scan the QR code, select Trouble scanning to display a Manual Setup Key and connect your authenticator app manually.

Use the Manual Setup Key

1. Select Trouble scanning on the MFA setup screen.
2. Copy the setup key displayed on screen.
3. Open your authenticator app.
4. Select Add Account Manually or Enter Setup Key.
5. Paste the setup key.
6. Save the account.
7. Enter the generated 6-digit code.

✅ Your account is connected without scanning the QR code.

I can’t finish setting up my account security/MFA

If you’re unable to complete this step, it’s usually related to authenticator setup or timing. It may help to double-check your authenticator setup and try generating a fresh code.

Restarting setup often resolves the issue. If it still doesn't work, contact Support for help.

How to fix it

1. Verify you're using a supported authenticator app. See Supported Authenticator Apps to verify you're using a supported application.
2. Start at the Log in to Beeline page and sign in
3. When you reach the Secure My Account step, check that your authenticator app is set up correctly
4. Make sure your device time is set to automatic
5. Generate a new code and try again
6. If needed, restart the setup process

Restart MFA setup

1. Sign out of the setup process.
2. Return to the Log in to Beeline page.
3. Sign in again.
4. Start MFA enrollment from the beginning.
5. Scan the QR code again or use the Manual Setup Key.

If the issue continues, contact Support.

I have a new phone

If you replaced your phone, your MFA setup may not have transferred to your new device.

If you can still sign in

1. Sign in using an available MFA method, such as email verification or a recovery code.
2. Go to Settings > My Preferences > My Identity.
3. Select Reset MFA.
4. Confirm the reset.
5. Complete MFA setup again on your new device.

✅ Your new phone is now linked to your account.

I lost my phone or device

If you've lost the device you originally used for MFA, your existing authentication codes will no longer work.

If you can still sign in

Use one of the following methods:

• Email verification
• Recovery code

After signing in:

1. Go to Settings > My Preferences > My Identity.
2. Select Reset MFA.
3. Complete MFA setup again using your replacement device.

✅ Your new device is registered and ready to use.

If you can't sign in

Contact Support if you no longer have access to your verification methods.

• You no longer have your authenticator device.
• You don't have a recovery code.
• Email verification isn't available.
• No alternative verification method is available.

Contact Support

After Support restores access to your account:

1. Sign in using your email address and password.
2. Complete MFA setup again.
3. Register your replacement device.

✅ MFA access is restored on your new device.

Still need help?

Contact Support if:

• Your authentication code continues to fail after completing the troubleshooting steps above.
• MFA setup won't complete.
• You lost access to your authentication device.
• You can't use a recovery code or email verification.
• You can't access your account.

To help speed up resolution, be prepared to provide:

• The email address you use to sign in
• Your device type (iPhone, Android, etc.)
• A description of the issue
• Any error messages displayed

Related Articles

• Setup MFA
• Supported Authenticator Apps
• Reset your password
• Review password requirements