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MFA Troubleshooting Guide

This guide outlines procedures for common MFA troubleshooting scenarios.

Maya Shah avatar
Written by Maya Shah
Updated over a week ago

Overview

This guide has the answers to common error cases that we see.

  • I lost my TOTP device

  • I lost my hardware token

  • I can't find my recovery codes

  • My MFA tokens aren't working--why is it now asking me for two?

  • It's not accepting my TOTP token to enable MFA

If you do not see your issue, please contact us through the built-in chat, or email us at support@dispel.com. We are actively here to help you!


I lost my TOTP device

  1. Log into your account with a recovery code, or with a hardware token if you have that in addition to TOTP.

  2. Disable TOTP for your account.

I lost my hardware token

  1. Log into your account with a recovery code, or with another form of MFA if you had multiple.

  2. Obtain a new hardware token. This is not provided by Dispel.

  3. Configure your new security key.

I can't find my recovery codes

  1. Determine a safe place to store your new codes. We recommend storing your recovery codes in a password manager such as 1Password (Download).

My TOTP tokens aren't working--why is it now asking me for two?

  1. To prevent brute force attacks, if you use the wrong token enough times in a row, we will start asking for two.

  2. If you are not a malicious actor and this is actually your account, log in with a recovery code, disable your TOTP, and re-enable it.

My TOTP token is getting rejected while I'm trying to enable MFA

If you are failing to enroll due to the generated code being rejected, it is possible that the time on your 2FA-device is not synced properly. This is due to the codes being time based.

We recommend visiting https://time.is and attempting to verify whether the time on the 2FA-device which is generating the codes is synced properly. If it is not synced, please follow the steps outlined here: https://squareup.com/help/us/en/article/5288-update-date-time-on-your-device

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