Fix MFA sign-in and setup problems

Resolve common MFA problems and regain access to your account

Before you start: This article helps you fix common problems when setting up multifactor authentication (MFA) or signing in with a verification code.

If you're looking for instructions to set up MFA or sign in with MFA, see Logging in with MFA to Beeline Enterprise. 

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

If you’re unable to complete this step, it’s usually due to an authenticator setup issue or timing.

Check your setup

1. Verify you're using a supported authenticator app. See Choose an authenticator app to confirm your app is supported.
2. Start at the Log in to Beeline page and sign in.
3. When you reach the Secure My Account step, make sure your authenticator app is set up correctly.
4. Verify that your device date, time, and time zone are set automatically.
5. Generate a new code and try again.

Are you using the same device for Beeline and your authenticator app?

If you're using the same device for both:

1. Select Trouble scanning on the MFA setup screen.
2. Copy the setup key displayed on screen.
3. Open your authenticator app.
4. Select the option to add an account manually and enter a setup key. The exact menu name may vary depending on the app you're using.
5. Paste the setup key and save the account.
6. Enter the generated verification code.

Do you think the QR code expired?

If setup took a long time or the QR code is no longer working:

1. Return to the Log in to Beeline page.
2. Sign in again.
3. Start MFA setup from the beginning.
4. Scan the new QR code or use the manual setup key.

💡 QR codes can expire. Restarting setup generates a new QR code.

Still unable to complete setup?

Contact Beeline Support for assistance.

My verification 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.

Additional checks

1. Close and reopen your authenticator app.

2. Verify that only one Beeline account is being used for sign-in.

3. Wait for a new 6-digit code to generate.
4. Enter the new code immediately.

If verification codes still don't work

Contact Beeline Support for assistance.

I can't scan the QR code

If you can't scan the QR code, you can connect your authenticator app using a manual setup key instead.

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 the option to add an account manually and enter the setup key. The exact menu name may vary depending on the app you're using.
5. Paste the setup key.
6. Save the account.
7. Enter the generated 6-digit code.

I replaced my phone or changed devices

Moving to a new device may require you to set up MFA again.

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.

If you cannot access your account

Try one of the available recovery methods:

• Email verification
• Recovery code

If no recovery methods are available, contact Beeline Support.

I no longer have access to my authenticator app

If you can't use your authenticator app, you may be able to sign in using another verification method.

Use email verification

If email verification is available:

1. Sign in with your email address and password.
2. On the verification page, select Try another method.
3. Select Email.
4. Retrieve the verification code sent to your email address.
5. Enter the code.
6. Select Continue.

Use a recovery code

If you saved a recovery code during setup:

1. Enter your email address and password.
2. On the verification page, select Try another method.
3. Select Recovery code.
4. Enter your saved recovery code.
5. Complete sign-in.
6. Save the newly generated recovery code. 
   ⚠️Recovery codes are single-use. A new recovery code is generated each time one is used. Always save your recovery code in a secure location!

I didn't receive an email verification code

Email delivery can be delayed or affected by spam filters and email security settings.

Try these steps

1. Check your spam or junk folder.
2. Wait a few minutes and try again.
3. Verify that your email address is correct.

Still not receiving the email?

If you continue to experience problems receiving email verification codes, contact the person or team responsible for your Beeline access and ask whether emails from donotreply@beenotify.com are being blocked by your organization's email security settings.

I lost my recovery code

Recovery codes are only available when generated during MFA setup.

If you no longer have access to:

• Your authenticator app
• Email verification
• A recovery code

Contact Beeline Support for assistance.

My recovery code doesn't work

Recovery codes are single-use. 

If you used a recovery code to regain access, save the newly generated recovery code before signing out.

After you successfully use a recovery code, a new recovery code is generated. Always save the newest recovery code in a secure location.

When should I contact Support?

Contact Beeline Support if you've completed the appropriate troubleshooting steps in this article and still cannot access your account.

You may need assistance if:

• MFA setup will not complete after troubleshooting.
• Verification codes continue to fail.
• You lost access to your authenticator app and cannot use email verification.
• You do not have a recovery code.
• You cannot regain access using any available recovery method.

After Support restores access, complete MFA setup again before signing in normally.

Before contacting Support

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

Learn more

• Sign in with MFA to Beeline Enterprise
• Supported Authenticator Apps
• Reset your password
• Review password requirements