Multi-Factor Authentication (MFA) helps keep your Felix account secure by requiring a one-time 6-digit code in addition to your standard password. If you have already set up MFA but are currently experiencing login failures, the troubleshooting guide below will help you resolve the most common issues. Before beginning the troubleshooting steps, please ensure the mobile device used for your Authenticator App or the mobile phone receiving your SMS authentication is readily available and powered on.

 

Troubleshooting Specific Error Messages

The most common MFA issues occur due to typing delays, expired sessions, or having too many browser tabs open. If you see a specific error message on the screen, match the error message to the solutions below to resolve the issue quickly.

• Error Message: "The 6 digit code is incorrect"

  • Cause: You entered the 6-digit code too slowly, or you entered an expired 6-digit code.

  • Solution: Wait for the next 6-digit code to appear in the Authenticator app, then enter the new 6-digit code promptly into the Felix login screen.

• Error Message: "Access to this page has expired"

  • Cause: You took too long to complete the Felix login process.

  • Solution: Navigate back to the main Felix login page and complete the login workflow promptly.

• Error Message: "Invalid state"

  • Cause: You have multiple Felix login windows or browser tabs open simultaneously.

  • Solution: Refresh your web browser page to generate a new login token. If the Invalid state error persists, close all active Felix login windows and start the login process again in a fresh web browser tab.

• Error Message: "The credentials have expired"

  • Cause: Your device clock is out of sync with the authentication server.

  • Solution: Follow the steps in the "Troubleshooting Authenticator App Codes" section below to update your mobile phone and computer date/time settings.

 

Troubleshooting Authenticator App Codes

Authenticator app codes (such as Google Authenticator, Microsoft Authenticator, or Authy) are time-sensitive and expire every 30 seconds. If your code is failing but you do not see a specific error message, the likely cause is an out-of-sync device clock.

1. Open the designated Authenticator app and wait for the 6-digit code to refresh.

2. Enter the new 6-digit code into the Felix login prompt immediately after the 6-digit code changes.

3. Navigate to https://time.is on both your mobile device and your computer to verify clock accuracy. Even a one-minute discrepancy will cause the Authenticator app code to fail.

4. Enable the Set time automatically setting within your mobile device date/time settings and your computer date/time settings to ensure perfect synchronisation.

 

Troubleshooting SMS Codes

If your MFA texts are failing to arrive, the issue is typically related to cellular networks or carrier restrictions.

 

Note: Due to anti-spam measures, SMS authentication is currently supported for Australia (+61), New Zealand (+64), and Canada (+1). If you have a +1 area code but are located in the United States, the SMS message will not be deliverable.

 

1. Confirm the phone number entered in the MFA prompt is correct and includes the appropriate +61, +64, or +1 country code.

2. Verify your mobile phone has an active cellular network connection and can receive standard SMS messages.

3. Contact your mobile network carrier to ensure the mobile network carrier is not blocking short-code messages.

4. Restart your mobile phone to refresh the cellular network connection.

    

   Tip: Authenticator App-based MFA is often faster and more reliable than SMS-based MFA.

    

Checking MFA Service Outages

In rare cases, MFA login failures happen because of temporary, global outages with our authentication providers or SMS providers.

 

1. Navigate to your mobile service provider's website to check for outages.

2. Navigate to the Auth0 Status (AU region) webpage to check the operational status of the Auth0 authentication service.

3. Navigate to the Felix Status Page to check the Felix Status Page for ongoing platform incidents.

4. If an incident is ongoing, please wait until the incident is marked as resolved on the status page before attempting to log in to the Felix platform again or use your Recovery Code which you saved when creating your second Authentication factor.

 

Managing Multiple MFA Methods

If you configured both SMS authentication and an Authenticator App, the Felix platform will prompt you with the authentication method you set up first. The Felix platform currently provides no option to switch authentication methods during the login process. To use your preferred authentication method, ensure the preferred method is the first method configured on your Felix account.

 

Contact Support

If you have tried the steps above and are still experiencing login issues, please contact the Felix Support team. To help our Support team investigate the issue as quickly as possible, please provide the Support team with the following information:

• The specific error message text (or a screenshot of the error message).

• The MFA method utilised (SMS authentication or Authenticator app).

• The approximate time of the last failed login attempt.

• Confirmation that your device clock is configured to automatic time.