This topic provides answers to some frequently asked questions about multi-factor authentication (MFA).

After I enter two verification codes on the MFA binding page, a message indicating that the verification codes are invalid appears. What do I do?

  • MFA is a time-based authentication method. Make sure that your mobile device has no time deviations.
  • Each verification code that is generated by your MFA device is updated every 30 seconds. Make sure that you enter two consecutive verification codes.
  • The quick response (QR) code (key) that is displayed on the MFA binding page expired because the page expired. Refresh the page and use your MFA device to scan the new QR code.
  • If you open the MFA binding page multiple times and use your MFA device to scan the QR code each time you open the MFA binding page, the MFA device displays different verification codes for your account at the same time. In this case, you may enter invalid verification codes, which causes verification failures. We recommend that you check whether your account is already displayed on the MFA device. If your account is displayed, remove the account and scan the QR code again. This ensures that you enter a valid verification code.
  • After you use the preceding methods to troubleshoot the issue but the issue persists, submit a ticket. You must also provide the screenshot of the page that indicates MFA binding failures, the screenshot of your mobile device that displays the point in time when the binding starts, the account to which you want to bind the MFA device, and the points in time at which operations are performed during the binding.

What do I do if an authentication failure is prompted when I attempt to perform MFA-based logon?

  • MFA is a time-based authentication method. Make sure that your mobile device has no time deviations.
  • Make sure that the verification codes you entered are generated for the current account. The verification codes must be most recently generated and unused.
  • If the current MFA device is unbound from the current account, and another MFA device is bound to the current account, obtain the verification codes from the newly bound MFA device.
  • Bind an MFA device again.
  • After you use the preceding methods to troubleshoot the issue but the issue persists, submit a ticket. You must also provide the screenshot of your mobile device that displays the point in time when the authentication starts, the account that is required for MFA-based logon, and the points in time at which operations are performed during the authentication.