How to Troubleshoot and Reset Multi-Factor Authentication (MFA) Issues on the Mercury Platform
Multi-Factor Authentication (MFA) is a critical security feature for accessing your Mercury account. This article provides guidance on troubleshooting common MFA issues and resetting your MFA setup if needed.
Common MFA Issues and Troubleshooting Steps
1. Invalid Code When Scanning a QR Code
If you encounter an "invalid code" error when scanning a QR code:
Ensure the QR Code Matches Your Account: Each MFA QR code is unique to a specific user account and cannot be shared or used by another user. If a different user scans your QR code, the app will display an "invalid code" error. If the wrong device is enrolled, the account owner must reset MFA and enroll their own device.
Verify the Authenticator App: Mercury supports the Auth0 Guardian app, Auth0 Guardian Chrome extension, and Microsoft Authenticator. Ensure you are using one of these supported apps.
Check Device Date and Time: Ensure that both your computer (displaying the QR code) and your mobile device have the correct date and time, synchronized to the minute. Time mismatches can cause registration failures.
2. One-Time Code Not Working
If the one-time code generated by your authenticator app is not working:
Confirm that you are using the correct authenticator app. Mercury supports the Auth0 Guardian app, Auth0 Guardian Chrome extension, and Microsoft Authenticator.
Verify that the time on your mobile device is accurate and synchronized with your computer.
How to Reset Your MFA
If you are unable to resolve your MFA issues, you may need to reset your MFA and enroll a new authentication device. There are two methods to reset your MFA: using the Admin App or the "Forgot Password" flow. Follow these steps:
If your account is locked, resetting your password through the self-service process will also unlock it. Follow the steps under the "Self-Service Reset Process" section to regain access.
Self-Service Reset Process
Go to the Mercury Login Page
Navigate to login.connective.com.au.
If the correct page does not load, retype the URL and try again.
Select “Forgot Password”
Click on the “Forgot Password” link on the login page.
Enter Your Details
Provide your CA number and the email address associated with your account.
Verify Your Identity
Enter the One-Time Passcode (OTP) sent to your mobile phone via SMS.
Access the Admin App
If your details match, you will receive an email with a password reset link. Open the link to access the Admin app within Mercury.
Choose Your Reset Option
Reset Password: This will unlock your account and allow you to set a new password.
Reset MFA: Select this option to enroll a new authentication device. After resetting, return to the login page and follow the on-screen steps to complete MFA enrollment.
Best Practices for MFA Setup and Maintenance
Use a Single Device: MFA can only be enrolled on one mobile device per account. Ensure you use a secure and reliable device for your authentication setup.
Keep Your Device Secure: Protect your mobile device with a strong password or biometric authentication to prevent unauthorized access.
Regularly Update Your Authenticator App: Ensure your authenticator app is up-to-date to avoid compatibility issues.
Synchronize Device Time: Always keep your device’s time settings synchronized to avoid errors during authentication.
Delegate Reset Authority: If you are unable to reset your MFA, a Principal Owner or a user with Partner Level access in your group can reset your password or MFA on your behalf.
To reset another user's password or MFA, a Principal Owner or Partner-level user can:
Open the Admin app.
Navigate to “Manage Users.”
Select the user account that needs assistance.
Click the “Set Password” button and enter a secure temporary password.
By following these steps and best practices, you can effectively troubleshoot and reset your MFA setup on the Mercury platform, ensuring secure and seamless access to your account.
FAQs
Can I redirect MFA codes to another person's phone?
No, MFA codes cannot be redirected to another person’s phone or authenticator. MFA is tied to the individual account for security purposes.
What should I do if my phone is lost or damaged?
If you’ve lost access to your MFA device (e.g., Auth0 Guardian on an old phone):
Follow the self-service reset steps outlined above.
After selecting “Reset MFA,” return to the login page and enroll your new device by scanning the QR code with your authenticator app.
Can support agents reset my password or MFA?
No, support agents cannot reset passwords or MFA for security reasons. You must use the self-service steps or seek assistance from a Principal Owner or Partner-level user in your group.
How can I find my CA number?
To locate your CA number:
Log in to Mercury.
Go to the Admin section and select “Manage Users.”
Your CA number will be listed there. If you lack Admin access, ask a Principal Owner or Partner-level user to retrieve it for you.