Multi-factor authentication (MFA) errors

This article provides instructions if you see an error message when using multi-factor authentication (MFA). Find the MFA error below for steps to fix the issue.

You do not have multi-factor authentication enabled

Follow the steps below to re-enroll your device. Ensure you have both your smartphone and computer to complete these steps.

1. Check your smartphone settings

   1. On your mobile device, check that "Automatic Date/Time" is turned on.
   2. Delete any codes in the ID.me Authenticator app by swiping left on the code and tapping Delete.

2. On your computer, sign in to your ID.me account.

3. Reset your MFA

   1. On the “Complete Your Sign In” screen, select MFA recovery process.
   2. Follow the prompts to confirm ownership and set up a new MFA method.

4. Set up your new MFA method

   1. On the “Secure your account” screen, select Scan QR Code​.
   2. Use your mobile device to scan the QR/barcode on your computer screen. ​​
   3. After you scan the code, select Continue on your computer.
   4. The ID.me Authenticator app should display a new 6-digit code every 30 seconds.
   5. To complete setup, enter the code from your mobile device on the “Secure your account” screen before the timer reaches zero.

We are unable to process your request

You may not have taken the correct steps to reset your MFA method. To fix this, try again to reset your MFA method.

D0300 error

This means we weren’t able to deliver the authentication code to your phone number. To fix this, enter a different phone number when prompted.

FAC-420 or YKC-420 error

This happens when push notifications MFA is enabled and when prompted to approve the sign in, you selected No. To fix this, when prompted to approve the sign in using MFA, select Yes.

A0100 This device is no longer linked to your account

This happens when you delete the ID.me Authenticator app. To fix this, you’ll need to set up code generator MFA again.

E0100 or T0100 error

You may also see this in the error message: "Something went wrong when attempting to deliver the authentication code. Please try again.” This happens when we weren’t able to send an authentication code to your phone number. To fix this, reset your MFA method