Multi-Factor Authentication - Troubleshooting

If you are planning on changing your phone, contact number or Authenticator please sign in with your GovTEAMS account and change your MFA options. We recommend having at least two MFA options to prevent losing access to your account.

How Do I - Set up Multi-Factor Authentication for more information.

Deleted the Authenticator app or changed phones?
  1. Go to your GovTEAMS Dashboard.
  2. When prompted to sign in, select "I can't use my authenticator app right now" or, if your phone is your primary MFA method, select "Sign in another way".


    select Sign in another way

If you are still having problems, please contact GovTEAMS Support to request an MFA reset.

Issues setting up your MFA

When setting up your MFA options, please make sure you:

  • Use a Supported web  browser. We recommend recent versions of Microsoft Edge and Google Chrome.
  • Use a personal device to set up MFA.  You’ll need a mobile/landline phone or the Microsoft Authenticator app on your device.
  • Allow notifications on your personal device when using the Authenticator app.

Allow the Authenticator app to have access the camera so you can scan the QR code.

"We didn't hear from you" message.


Depending on your preferred MFA option, MFA requests are sent to:

  • the device that your authenticator app is installed on (usually a mobile phone) or
  • the phone number you set (landline or mobile for calls, mobile for SMS)

Make sure you have access to the necessary device or phone number and select the "Send another request to my ..." link.

we didnt hear from you message

If the issues persists , try some of the options listed under the "Having trouble?" header in the message. If that fails, please contact us to request an MFA reset.


Can't use/access mobile devices?

If you work in a secure location, or don't have easy access to a mobile device, you can use a desk phone call as your MFA. See How Do I - Set up Multi-Factor Authentication for more information.

Can't/dont want to use the Authenticator app?

There are four options that can be used to set up your MFA:

  • Authenticator app
  • Mobile SMS
  • Phone call (landline or mobile).
  • Hard tokens (physical devices that generate access codes)

We recommend setting up at least two forms of MFA to ensure that you don't lose access to your account if your primary option isn't available (for e.g. you changed phones). To add or change your MFA options: please open your security info page and sign in with your GovTEAMS account.

See How Do I - Set up Multi-Factor Authentication for more information.

Hard tokens can be set up as an additional authentication method once your account is established. Visit the GovTEAMS Academy to find out how (sign in required).