Troubleshooting Two-factor Authentication (2FA) Issues

Two-factor authentication (2FA), also known as multi-factor authentication (MFA), is a security process that requires users to provide two different authentication factors to access an account or system. Typically, this involves something the user k...

If a user has issues with receiving verification codes on their trusted device, here are some basic steps to help you resolve these issues. For codes received via email, make sure the user's email is spelled correctly and have them check the spam/...

If a user is locked out of Digital Banking because they do not have access to their two-factor authentication device, you can generate emergency backup codes from the Admin Platform. Staff users with the permission "Can generate lockout codes user" ...

Note: This scenario only applies to institutions that do not support email as a two-factor authentication (2FA) method. Permitted 2FA methods can be customized via the Admin Platform under Institution Settings  > Permitted Two-facto...

If a user receives a two-factor authentication code and is not attempting to log in, it is likely the case that a data aggregator is attempting to retrieve data. This should only occur if a user has previously shared their login information through ...