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.
Verify the Authenticator App: Use the Auth0 Guardian app, as other authenticator apps may not be compatible with Mercury.
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 (Auth0 Guardian is recommended).
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. Follow these steps:
Go to the Mercury login page: login.connective.com.au.
Click on “Forgot Password.”
Enter your CA number and the email address associated with your account, then follow the prompts.
Enter the One-Time Passcode (OTP) sent to your mobile phone via SMS.
If the details match, you will receive an email with a password reset link.
Use the link to access the Mercury admin app.
Reset your MFA and enroll a new authentication device, such as the Auth0 Guardian or Google Authenticator app.
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.
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.