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  1. ID.me Help Center
  2. Account Management
  3. Multi-factor authentication (MFA)

Troubleshooting multi-factor authentication (MFA)

Multi-factor authentication (MFA) strengthens your account’s security by requiring a second factor to confirm your identity, in addition to your email and password, when you sign in to your ID.me account. This article outlines common MFA troubleshooting scenarios and how to fix them.

Note: If you forgot your password, can’t access your email address, or see an account error message, visit I can't sign in to my account.

I got a new phone or lost it

When you change your phone number, mobile device, or phone carrier, you’ll need to update the device connected to your ID.me account. You will also need to follow these steps if you:

  • Lost your phone or don’t have access to it
  • Deleted your ID.me Authenticator app
  • Didn’t save your recovery code

For steps to update your MFA settings, visit Changing your multi-factor authentication (MFA) method.

Add secondary MFA sign in methods

You can change or add more MFA methods from the one you originally set up. You must sign in to your account to manage MFA methods:

  1. Sign in to your ID.me account.
  2. From your account dashboard, select Sign in & Security.
  3. In the Security tab, find another MFA method, then select Set up.
  4. You will be prompted to approve your sign in using your current MFA method.
  5. Follow the prompts to set up the new MFA method you chose.

Delete your MFA methods

Depending on what you verified for, you may be required to have at least one MFA method set up. Regardless of what you verified for, we recommend setting up at least one MFA method to add an extra layer of security to your account.

If you set up MFA, it’s not possible to delete all MFA methods. However, you can change to a different MFA sign in method and delete the one you don’t want to use.

Non-US phone numbers and MFA

You can use an international phone number to set up your MFA. However, it’s not possible to use VOIP numbers, like Google Voice.

Too many failed sign-in attempts

Your account might get locked if you attempt several times to sign in using your MFA method, without success. To regain access to your account:

  1. On the sign-in screen, find the error message that says “Please click here to regain access to your account.”
  2. Select here in the sentence.
  3. Check the email address associated with your ID.me account for a confirmation email.
  4. In the email, select Confirm your email.

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MFA error messages

If you encounter error messages when setting up or managing your MFA, you may be able to fix the issue on your own. Review the most common MFA error messages:

Error messages Next steps
You do not have multi-factor authentication enabled with this app.

Follow the steps below to re-enroll your device. You will need both your computer and your smartphone.

  1. Check the settings on your mobile device, and make sure the “Automatic Date/Time” is turned on.
  2. Delete any codes currently being generated in the ID.me Authenticator app on your mobile device by swiping left on the code and tapping Delete.
  3. On your computer, sign in to your ID.me account.
  4. Before completing MFA, select Update your settings here.
  5. Confirm your email address.
  6. After your email is confirmed, confirm your personal information.
  7. On the “Secure your account” screen, select Code Generator Application.
  8. Select Scan QR Code​.
  9. Use your mobile device to scan the QR/barcode on your computer screen. ​​
  10. After you scan the code, select Continue on your computer.
  11. The ID.me Authenticator app should display a new 6-digit code every 30 seconds.
  12. To complete setup, enter the code from your mobile device on the “Secure your account” screen before the timer reaches zero.
Something isn’t right. We are unable to process your request.

You may not have taken the correct steps to update your MFA method.


To fix this, try again to update your MFA method.
FAC-420 / YKC-420

When push notifications MFA is enabled and you’re prompted to approve the sign in, you selected No.


To fix, when prompted to approve the sign in using MFA, select Yes or take the necessary action. 
A0100 This device is no longer linked to your account.

You deleted the ID.me Authenticator app.


To fix this, you’ll need to set up MFA again.
E0100 / T0100

You need to update your MFA.


To fix this, update your phone number for MFA.

Troubleshooting specific MFA methods

If you’re having issues with a specific MFA method, visit the article for more help:

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