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MFA: FAQ's & Troubleshooting (non-admins).

Answers to common questions about MFA & basic troubleshooting tips.

Written by Suzette Richards
Updated over 2 weeks ago

Setting up MFA is a quick step by step process. However, if you have a question or are experiencing an issue, please review the information below.

FAQ's.

  1. Does Thoropass MFA need to be enabled by an Administrator?

    1. No, MFA is enabled by default

Troubleshooting.

I'm getting an error when I enter my MFA codes.

This can occur if an authenticator app is "out of sync" with the time settings of the mobile device. To re-sync your authenticator:

  1. Go to the main menu of the Authenticator app.

  2. Select Settings.

  3. Select Time correction for codes.

  4. Select Sync now.

  5. On the next screen, the app will confirm the time has been synced.

    1. This sync only affects the internal time of the Authenticator app; it will not change a mobile device’s date and time settings.

  6. Verify your mobile device’s date and time settings are set to automatically update:

    1. Go to Settings > General, Date and time > Set Automatically.

The above is general information for multiple authenticator apps (menu options might differ slightly, however are typically accessible via 'Settings').
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I can't find my Recovery Key info (and I have a new device).

  1. Contact your internal Thoropass Admin to reset your MFA process OR

  2. Contact support@thoropass.com (stating the issue)

  3. When notified your MFA has been reset::

    1. Delete the existing Thoropass account In the authenticator app.

    2. Open a new browser and type app.thoropass.com.

    3. Enter your username (email) and password

    4. Follow the on-screen prompts to set up MFA again.

Still have a question or an issue? Contact your Thoropass CSM for assistance.

Related article: Setting up Thoropass MFA

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