Troubleshoot Invalid Authenticator Codes

Overview

Use this guide if you receive an Invalid authenticator code error when entering the six-digit code generated by your authenticator application.

Follow the troubleshooting steps in order.

Step 1: Check your device time

Your authenticator application uses your device's time to generate authentication codes. If your device time is out of sync, the code may not be accepted.

Apple iOS

1. Open Settings.
2. Select General > Date & Time.
3. Make sure Set Automatically is enabled.

Android

1. Open Settings.
2. Select System > Date & Time.
3. Make sure automatic or network-provided time is enabled.
4. If you use Google Authenticator, check the application's available time synchronization or correction settings.

Step 2: Rescan the current QR code

If your six-digit code is still not accepted during MFA setup:

1. Return to the MFA setup screen.
2. Scan the QR code currently displayed on the screen.
3. Your authenticator application will create a new P1 entry.
4. Locate the new entry in your authenticator application.
5. Use the six-digit code generated by the new entry.
6. If necessary, delete the previous P1 authenticator entry to avoid selecting the wrong code.

WARNING

After an unsuccessful MFA setup attempt, the QR code may change. Always scan the currently displayed QR code before trying again.

Step 3: Enter the new code

1. Locate the newly generated code in your authenticator application.
2. Enter all six digits with no spaces.

• Correct: 123456
• Incorrect: 123 456

Submit the code before it expires.

If you receive another Invalid authenticator code error, return to the MFA setup screen, scan the QR code currently displayed, and use the newly generated code.

If the error continues

If the error continues after checking your device time and rescanning the current QR code, contact the Help Desk. When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.

DANGER

Security reminder: Never provide your password, MFA/OTP codes, MFA QR codes, recovery codes, or other authentication secrets in a support request.