Introduction to Multi-Factor Authentication Issues

As outlined in our guide on How to Setup MFA in Thrive , MFA is used for an additional layer of security for your Thrive account. Sometimes you may have issues logging in, or lose access to your codes. This guide will show you how to fix these issues.

Table of Contents

• Introduction to Multi-Factor Authentication Issues
• Table of Contents
• Video walkthrough on how to troubleshoot MFA Issues in Thrive
• I’ve Lost Access to my MFA Code or Have a New Phone!
• Why is My MFA code is Incorrect?
• 1. Time is out of sync for your Phone or Computer
• Sync time on your Phone
• Sync time on your Windows PC
• 2. You Didn’t Wait for a New MFA Code
• 3. You have multiple MFA Codes for the same account
• Why is my password incorrect?

Video walkthrough on how to troubleshoot MFA Issues in Thrive

I’ve Lost Access to my MFA Code or Have a New Phone!

1. Contact Thrive Customer Support here: https://thriveaccounts.com/support/
2. Our support team will reset your MFA codes, allowing you to setup MFA with a new device.

Why is My MFA code is Incorrect?

There are 3 common reasons for why an MFA code is incorrect. Check each of these before contacting support:

1. Time is out of sync for your Phone or Computer

Because MFA generates codes based on the current time, it is important your computer and MFA device are both telling the time accurately.

Follow these steps to sync your devices to the correct time:

Sync time on your Phone

1. Open the settings app
2. Tap Date and Time (Found under ‘General’ on IOS)
3. Ensure Sync Automatically is enabled, so the time is synced with the internet.

Sync time on your Windows PC

1. Tap the Windows Icon
2. Search for Settings and open the settings app
3. Open Time & Language, then Date & Time
4. Under Additional Settings, Click Sync Now. (Enter your admin password if required)

2. You Didn’t Wait for a New MFA Code

MFA codes are generated every 30 seconds, for security. If you enter a code that has expired after 30 seconds, Thrive will show the code is incorrect.

1. Wait for the 30 second countdown to end (This is indicated by the timer icon beside your MFA code. If the code is red, it is about to expire)
2. When a new code appears, immediately enter the code in Thrive.

3. You have multiple MFA Codes for the same account

If you have reset your MFA code, but didn’t delete your old one, Google Authenticator will still show the old code that no longer works. There is no way to identify which is the old one, apart from testing each code to see which works.

To prevent this from happening - when you are on the ‘register MFA device’ page, delete the old code before adding a new one:

1. In Google Authenticator, hold down on the old MFA code, and click the Pencil ✏️ Icon.
2. Then, click the Trash 🗑️ Icon, and in the confirmation popup, click Remove.

Why is my password incorrect?

Your password may not be incorrect - First try typing it out slowly, or pasting it in another area and pasting it into the password field on the login screen.

If your password is indeed incorrect, you can reset the password by clicking Forgot Password, entering your email address, and clicking reset.

This will send you an email with a link to reset your password.

Thrive Accounting Software

To learn more about what Thrive can do for you, visit our website at thriveaccounts.com

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