When using the ID.me Authenticator app for multi-factor authentication (MFA), you may come across different issues or error messages. This article explains different troubleshooting scenarios and how to fix them.
Re-enroll your device
You may need to re-enroll your device if you delete the ID.me Authenticator app by accident. How you re-enroll your device depends on if you set up push notifications or code generator.
To re-enroll your device when using push notification for MFA:
- Delete the app from your device.
- Restart your device.
- Sign in to your ID.me Account.
- On the “Complete your Sign in” page, select Update your settings here.
- Confirm your email address.
- After your email is confirmed, ensure your personal information is correct. If we are unable to verify your information, you can select Retry.
- Select Continue.
- On the “Secure your Account” page, select Push Notification from the MFA methods.
- Select how you would like to download the Authenticator app:
- Select text message to download to your smartphone.
- Select email if you are using a tablet.
- Open the text or email message and select the link.
- Follow the prompts to download the app, then open it. We recommend allowing notifications on your device.
- Select Yes to complete the device enrollment.
To re-enroll your device when using code generator for MFA:
- Check the settings on your mobile device, and make sure that “Automatic Date/Time” is turned on.
- Delete any codes currently being generated in the Authenticator app on your mobile device by swiping left on the code and tapping Delete.
- Sign in to your ID.me My Account page.
- Before completing multi-factor authentication (MFA), select Update your settings here.
- Confirm your email address.
- After your email is confirmed, ensure your personal information is correct. If we are unable to verify your information, you can select Retry.
- On the “Secure your account” screen, select Code Generator Application.
- Select Scan QR Code or Enroll with barcode/secret key.
- Use your mobile device to scan the QR/barcode on your computer screen.
Note:You may need to make changes to your mobile device's settings to give the app permission to use the device's camera. - When the code is successfully scanned, select Continue on your computer.
- The ID.me Authenticator app should display a new 6-digit code every 30 seconds.
- To complete setup, enter the code from your mobile device on the “Secure your account” screen before the timer reaches zero.
Rename your code generator
When setting up the Code Generator, you can name the device. If you don’t name it, your email address will display by default. You can update the name in the code generator. If the wrong email displays in your Authenticator app, you may have more than one ID.me account.
To rename your code generator in the Authenticator app:
- Open the app.
- Find the code you’d like to edit.
- Swipe left, then select Edit.
- In the “Account Name” field, enter a new name or email address, then select Done.
Fix code generator issues
If the 6-digit code from the code generator isn’t accepted when signing in with multi-factor authentication:
- Ensure you entered the correct code.
- Check the timer to ensure the code hasn’t timed out.
Check the settings on your phone
If you continue to have trouble, check your device's date and time settings.
iPhone
To check your iPhone's date and time settings:
- Select Settings, then General.
- Select Date & Time, and look for the Set Automatically switch.
- If the switch was on, turn it off for 15 seconds, and then turn it back on.
- If the switch was off, turn it on.
- Generate a new code on the ID.me Authenticator app and attempt to enter it.
Android
To check your Android's date and time settings:
- Select Settings, then System (Languages, time, backup, updates).
- Select Date & Time
Make sure that both Automatic Time Zone and Automatic Date and Time are set to "use network provided time." - If Automatic Time Zone and Automatic Date & Time are set to "use network provided time," turn both settings off for 15 seconds, and then back on.
- If they were off, turn on both Automatic Time Zone and Automatic Date & Time.
- Generate a new code on the ID.me Authenticator app and attempt to enter it.
No code is generated
If you are using the ID.me Authenticator app in Code Generator mode on an Android device and had trouble generating a 6-digit code, complete the following steps:
- In the Settings menu, select Apps (Default apps, App permissions).
- Select the ID.me Authenticator app, then select Storage.
- Depending on your device, select Clear Data or Clear Cache. You may be asked if you want to delete the application’s data permanently. Select OK or Yes.
- Turn your phone completely off and back on again.
- Then open the ID.me Authenticator app and select the green plus-sign icon at the top right-hand corner of the app to add a new account.
- Select Scan QR Code and use your smart device to scan the QR code from the ID.me workflow.
Understand Authenticator app error messages
Below are common error messages and steps to fix the issue when using the Authenticator app:
| Error message | Next steps |
|---|---|
| You do not have a secure sign-in method enabled. | If you set up the Authenticator app in the past, you will need to update your MFA settings. |
| Error: This device is not registered with Push Notification. Please register Push Notification then try again. | |
| Error: Invalid or unknown device information for this user. |