Fixing ID.me Authenticator app issues

When using the ID.me Authenticator app for multi-factor authentication (MFA), you may encounter various issues or error messages. This article includes troubleshooting scenarios and how to resolve them.

Fix code generator issues

If the 6-digit code isn’t accepted when signing in with MFA:

1. Verify that you entered the correct code.
2. Ensure the code hasn't timed out by checking the countdown timer.

If issues persist, check your device’s date and time settings.

iPhone

1. Open Settings, then select General.
2. Choose Date & Time and toggle on Set Automatically.
   • If it was on, turn it off for 15 seconds, then turn it back on.
   • If it was off, simply turn it on.
3. Generate a new code in the Authenticator app and try to sign in.

Android

1. Open Settings, then select System (Languages, time, backup, updates).
2. Choose Date & Time.
3. Ensure both Automatic Time Zone and Automatic Date & Time are set to "use network-provided time."
   • If these settings were already on, turn them off for 15 seconds, then back on.
   • If they were off, turn both settings on.
4. Generate a new code in the Authenticator app and try to sign in.

No code generated (Android devices)

If the ID.me Authenticator app isn’t generating a 6-digit code:

1. In Settings, select Apps (Default apps, App permissions).
2. Choose the ID.me Authenticator app, then select Storage.
3. Depending on your device, select Clear Data or Clear Cache. You may be asked to confirm; select OK or Yes.
4. Turn off your phone and restart it.
5. Open the Authenticator app and select the + icon at the top right to add a new account.
6. Select Scan QR Code and use your device to scan the code from the ID.me workflow.