Multi-Factor Authentication - Troubleshooting

If you are planning on changing your phone, contact number or Authenticator app 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.

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

Deleted the Authenticator app or changed phones?
  1. Go to your GovTEAMS PROTECTED 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 us to request an MFA reset.

Issues setting up your MFA

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

  • Use the correct 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

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.