Troubleshooting Multi-Factor Authentication (MFA) in Streamline

This guide helps administrators and users resolve common issues with Multi-Factor Authentication (MFA) in Streamline. It covers troubleshooting steps for email and app-based authentication. Use this guide to quickly identify the cause of MFA login issues and restore secure access to your account.

Common MFA Issues

Most MFA problems fall into a few common categories:

• Not receiving an authentication code.
• Lost or replaced mobile devices.
• Problems switching between authentication methods (from email to app, or vice versa).

Tip: Before troubleshooting, confirm which MFA method is currently enforced in your account under Settings → Security → Multi-Factor Authentication.

Quick Troubleshooting Checklist

For all users:

1. Confirm your internet connection is stable.
2. Check for any recent changes to your account security settings.
3. Make sure your device’s date and time are set to automatic. App-based MFA relies on synchronized time settings to generate valid codes.
4. Verify you are entering the most recent authentication code. Codes typically refresh every 30 seconds.

For administrators:

1. Verify whether MFA is enforced via Email or Authenticator App in the organization’s security settings.
2. Confirm that users are not restricted by additional Single Sign-On (SSO) enforcement policies.
3. If a user’s role or group membership has recently changed, ensure their MFA configuration has been reset or reissued.

Troubleshooting Email-Based MFA

If you or your users are not receiving authentication emails:

• Check your spam or junk mail folder.
• Confirm your email address is correct and active.
• Make sure emails from Streamline’s domain are not blocked or filtered.
• Wait at least one minute and select Resend Code before trying again.
• If the problem continues, an admin can disable and re-enable MFA for the affected user in Settings → Users → Security Settings.

Troubleshooting App-Based MFA

If an authentication app is not generating valid codes:

• Ensure your device’s time synchronization is set to automatic.
• Check that you are using the same app originally used to scan the Streamline QR code.
• Verify that the correct Streamline account is selected in your app.
• Delete and re-add Streamline in your authentication app if necessary (you’ll need to re-scan the QR code after an admin resets your MFA).

Admins can help by temporarily disabling and re-enabling MFA for users who need to reconnect their authenticator app.

When to Contact Support

If none of the steps above resolve the issue and you need assistance resetting your MFA, please contact Streamline Support for help.

Before reaching out, please have the following information ready:

• The affected user’s name and email address.
• The MFA method in use (Email, Authenticator App).
• A description of what happens when they attempt to log in (for example, “no code received” or “invalid code”).

Having this information helps Support quickly verify and resolve the issue.

Preventing Future MFA Issues

• Remind users to update MFA settings immediately when switching phones or reinstalling their authenticator app.
• Regularly review your organization’s MFA enforcement settings under Settings → Security → Multi-Factor Authentication to ensure consistent protection.
• Admins should periodically test the MFA configuration to verify backup options and time synchronization.

Closing Notes

Most MFA login problems can be resolved by verifying time settings, re-syncing authentication apps, or resetting MFA from the user’s security settings.

Admins can adjust or reset MFA configurations as needed to help users securely regain access to their accounts.