Known Use Cases for MFA Authentication not to Work

For guidelines how to use MFA refer to the following article:
Using Multi-Factor Authentication (MFA) for Account.

Here below are knows use cases when MFA authentication will not work.

1st scenario: wrong authentication method used during user invite

In case the user was invited with wrong authentication method (eg. LiveID or AAD instead of "Account" option) the user will not be able to access the platform until that has been corrected in Appxite platform. 

The user will only be able to see the Catalog.

If that is the case, change the invitation details as shown below:

In case, 'Change Invitation Details' is not present, and the user was invited with the wrong authentication method, a ticket with Appxite Support Team should be submitted to correct it.

2nd scenario: the PC and mobile device are using different time zone settings

That would result in the following error:

If that is the case, make sure that the PC and mobile devices are both using the same timezone settings.

3rd scenario: the PC and mobile device times are different

That would result in the following error:

If that is the case, please make sure that the PC and Authenticator app on a mobile device both have the same time set up.

iPhone

• In your device, please reset your device’s time setting by going to Settings > General > Date & Time, and enable Set Automatically.
• If this setting was already enabled, please disable it, wait a few seconds, and then re-enable the setting.

Android

• On your device, please go to the Authenticator app's main menu, Settings > Time Correction for codes, and select Sync now.

4th scenario: the user did not login to the platform in longer than 30 days

When that happens the user needs to add the AppXite MFA account by scanning the QR code:

For details please refer to the following article:

Using Multi-Factor Authentication (MFA) for Account.

Entering the passcode using the account older than 30 days will result in the following error, so do not to it:

5th scenario: the user did not login to the platform within 7 days of granting the access

If that was the case the invite link should be resent to the user.

To do so, select 'Resend Invitation' on Appxite platform:

If the access still does not work following using the link from the new invite, check any of the scenarios mentioned above and submit the ticket with Support if needed.