This article is dedicated to assisting with resolving issues with troubleshooting your Google Authenticator and Authenticator code.
Basic Troubleshooting
1. Contact your main IT office to let them know your MFA code is not working, they will then send a password reset email and remove 2FA or MFA from your account.
Note: Do not enter or change your password until step 2 is completed.
2. On your mobile device Go to your Google authenticator application and remove your authenticator code that is not working.
(removing the app doesn't remove the code so you have to remove the code in the app.)
Lightly press down on the authenticator code you would like to delete.
You can usually press on it and it will bring up an edit and delete button in the top right corner of your google authenticator. Select Delete.
4. Once your password is changed, when you sign in, you will be prompted with a QR code, scan the QR code to your google authenticator and confirm the code it wants to be entered.
Note: If you have followed the steps above and are unable to sign in, double-check that your time and date are set to automatic on your mobile phone.
You can check this by going into your iPhone or Android settings and following the below.
How to Check Time and Date are set to Automatic
1. On your mobile phone go to your settings menu, on android you can access this by pulling down on the top screen to reveal the hidden menu and then selecting the settings cog.
2. Search for Date and Time, this will take you to general management where you will need to select the button date and time once more.
3. On your screen you will now see an option to set an automatic date and time. Confirm that the automatic date and time are set.
4. In your google authentication app, select the top 3 dots in the right corner and then select settings.
5. In the settings menu select Time Correction for codes and then on the next screen, select Sync now.
6. Go to your login screen and confirm that you can enter the code and log in.