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.
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 the phone you use for multi-factor authentication.
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:
- Sign in to your ID.me account.
- From your account dashboard, select Sign in & Security.
- In the Security tab, find another MFA method, then select Set up.
- You will be prompted to approve your sign in using your current MFA method.
- 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:
- On the sign-in screen, find the error message that says “Please click here to regain access to your account.”
- Select here in the sentence.
- Check the email address associated with your ID.me account for a confirmation email.
- In the email, select Confirm your email.
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.
|
| 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: