Overview
Fix problems setting up or logging in with MFA.
What to do if your code isn't working, you've changed or lost your device, or you're locked out.
Keep access to your account
If you ever lose access to your authenticator app, backup codes are the fastest way back in. When you set up MFA, you'll get a set of one-time backup codes. Save them somewhere safe, like a password manager, so a new or lost phone can't lock you out. For extra protection, both Google Authenticator and Microsoft Authenticator can back up your accounts to the cloud. We recommend turning that on too.
Important
If you lose access to your authenticator app and don't have your backup codes or a cloud backup, you can't reset MFA yourself. Contact support at support@xakiatech.com to reset it.
Setting up MFA
The QR code won't scan
The QR code won't scan
Make sure you're scanning from inside your authenticator app, not your phone's camera.
If scanning won't work, enter the setup key shown above the QR code by hand. Spaces and capitalization don't matter.
Check your device has an internet connection, then try again.
I closed the setup screen before finishing
I closed the setup screen before finishing
The QR code and setup key only appear while you're setting up MFA. Start again from Profile & Preferences › Configure Multi-Factor Authentication to generate a new code.
Logging in
My code isn't accepted
My code isn't accepted
Enter the most recent code. Codes refresh every 30 seconds, so one that was on screen a moment ago may have expired.
Type the digits without any space, even if your app shows one.
Check the date and time on your device are set automatically. Authenticator codes are time-based, so a clock that's even slightly off produces codes Xakia rejects.
I get an error or am sent back to the login screen
I get an error or am sent back to the login screen
Try logging in again from the start.
If it keeps happening, check whether Xakia is having a system issue, then contact support at support@xakiatech.com.
Devices
I've got a new phone
I've got a new phone
If you still have your old device or you're already logged in, go to Profile & Preferences › Configure Multi-Factor Authentication, click Disable MFA, then set it up again on your new device.
If you turned on cloud backup in Google or Microsoft Authenticator, restore your accounts on the new phone and your existing codes will keep working.
I've lost my device or I'm locked out
I've lost my device or I'm locked out
If you saved your backup codes, use one to log in, then go to Profile & Preferences › Configure Multi-Factor Authentication to set MFA up again on your new device.
If you don't have your backup codes or a cloud backup, contact support at support@xakiatech.com to verify your identity and reset MFA on your account.
For security, we only reset MFA for your own account after confirming you're the account owner. We can't reset another user's MFA on your behalf.
Admins: a Company Admin can't disable another user's MFA, so anyone locked out should contact support directly.
Still stuck?
Contact Xakia support at support@xakiatech.com from the email address you use.