Send code button not appearing for MFA when logging in

System
System Member Posts: 234 Moderator Moderator
in Reckon One
This discussion was created from comments split from: Changes to Multi-Factor Authentication (MFA) 🔒.

Comments

  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    Hi, was wondering if anyone here know why there's no "SEND CODE" button when I try to log into my Reckon account :

    image.png

    Without that button, I cannot request the code to be sent to my phone. It would be very much appreciated if anyone can help.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hey @StephenLi

    That's very odd, which browser are you using at the moment? If you open an incognito browser window and try to login does the same thing happen where the button doesn't appear?

  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    Hi Rav, thanks for responding to my request for help. I'm using MS Edge browser. Should I try use other browser like Google Chrome?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    @StephenLi Yes please, if you could just try it out on Google Chrome and see if that works for you?

    I've just tested using Chrome and Firefox, both normal and incognito modes and it seems to be working ok. I'll check out Edge.

  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    FYI - I have just tried using Google Chrome to log in and the same thing happens :

    image.png
  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    Hi Rav,

    it does not work when log into via the MS Inprivate mode :

    image.png

    Can you help to revoke the existing MFA ?

  • Jason_Z
    Jason_Z Reckon Staff Posts: 310 Reckon Staff Reckon Staff
    edited March 20

    Hi @StephenLi,

    I was wondering if you initially set up the MFA code using an Authenticator app, such as Microsoft Authenticator or Google Authenticator.

    These apps generate unique codes that refresh frequently, so you wont see a 'Send code' button when you've setup MFA with an authenticator app.

    Jason.png
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Hey @StephenLi

    My colleague @Jason_Z is correct and something I completely overlooked, apologies for that. If you've setup MFA using an authenticator app rather than SMS, you won't see a Send Code button. Instead you just need to enter the code from your authenticator app and it'll let you through.

  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    Hi Jason,

    Thanks for your help. The MFA for this account is set up by Reckon, not by myself.

  • Jason_Z
    Jason_Z Reckon Staff Posts: 310 Reckon Staff Reckon Staff

    No Problem @StephenLi

    If you would like, I can help you reset the MFA if you don't have the recovery pin. Let me grab some details from Rav.

    Jason.png
  • StephenLi
    StephenLi Member Posts: 16 Reckoner Reckoner

    Sorry, Jason are right. My colleague has just told me he set it up some time ago using Google Authenticator without my knowledge. And so all good now. Thank you all for your help.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,205 Reckon Community Manager Community Manager

    Thanks for confirming @StephenLi, glad you got to the bottom of it.

    Cheers

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