Problem

When using Multi-Factor Authentication (MFA) with Everbridge, the authenticator app may display a code that is not accepted during setup or login. This can occur even though an authenticator app is configured on the device.

Common symptoms include:

• The authenticator app is not generating valid codes for the Everbridge account.
• The one-time codes displayed in the authenticator app are rejected during MFA setup or login.
• Codes appear to be generated, but authentication to the Everbridge account still fails.

Root Cause

Authenticator apps used with Everbridge MFA rely on time-based codes. If the device time or time zone is inaccurate, the authenticator app may generate incorrect codes. Time discrepancies between a mobile device and a computer can cause codes to fail.

Other possible causes include:

• Incorrect MFA setup in the Everbridge system.
• Using an authenticator app that is not compatible with Everbridge MFA.
• Using an outdated MFA configuration instead of the most recent MFA setup for the account.
• Using the wrong account entry in the authenticator app or entering the code for an incorrect username.
• The authenticator app not being properly synced with the current time.

Solution

Use the steps below to resolve issues where authenticator codes are not accepted with Everbridge MFA.

1. Verify device time and time zone

Because authenticator apps use time-based codes, time synchronization is crucial for generating correct MFA codes.

• Check that the time and date settings on the mobile device or computer running the authenticator app are accurate.
• Confirm that the device time zone is correct.
• Ensure the device time is synchronized so that the authenticator app is properly synced with the current time.

2. Confirm you are using a compatible authenticator app

• Make sure you are using a compatible authenticator app with Everbridge MFA.
• If needed, switch to a compatible authenticator app such as Microsoft Authenticator or Google Authenticator.
• For a list of authenticator apps that Everbridge has tested with MFA, see EBS: What Authenticator Apps Has Everbridge Tested Multi-Factor Authentication (MFA) With?

3. Verify you are using the correct and most recent code

• Confirm that you are entering the most recent code displayed in the authenticator app.
• Make sure you are entering the code for the correct username and the correct Everbridge entry in the authenticator app.
• If there are multiple Everbridge entries in the authenticator app, verify that the entry being used matches the current MFA setup for the account.

4. Confirm MFA setup is current and correctly configured

• Verify that you are using the most recent MFA setup for your Everbridge account.
• If you have trouble scanning the QR code during setup, try scanning the QR code with a different mobile device.
• If one-time codes are not accepted after setup, ensure that the device time is set to automatic and is accurate.
• If necessary, re-sync or reconfigure your MFA authentication in the Everbridge system. This step typically involves assistance from your Everbridge account administrator.

5. Reinstall or reconfigure the authenticator app if needed

• If the authenticator app is still not generating valid codes, try reinstalling the authenticator app.
• Set up the authenticator app again with the Everbridge MFA configuration after confirming that the device time and time zone are correct.

6. When to involve an account administrator or Everbridge Support

• If problems persist after confirming time settings, using a compatible authenticator app, verifying the most recent code, and reconfiguring the authenticator app, contact your organization’s Everbridge Administrator. They can help reset your MFA or help you re-setup your MFA authentication in the Everbridge system.
• If additional assistance is required, contact Everbridge Technical Support for help in resetting or reconfiguring MFA. Support can provide a manual MFA reset where needed so you can enroll again.
• For more information about Everbridge MFA, see the EBS: Everbridge Multi-Factor Authentication (MFA) FAQ.

Workaround

If the authenticator app continues to generate codes that are not accepted after you have completed all troubleshooting steps, access to your Everbridge account can be restored by resetting MFA.

• Contact your organization’s Everbridge Administrator to request an MFA reset so that you can set up MFA again.
• If an administrator is not available or further assistance is required, contact Everbridge Technical Support for personalized help in resetting or reconfiguring your MFA.