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Troubleshooting4 min readUpdated Aug 3, 2026

MFA issues

Fix multi-factor authentication problems so you can sign in without weakening your account.

Overview

MFA adds a second check after your password. Codes fail most often because the authenticator clock is off, you are using an old device entry, or a recovery step was skipped.

Why this feature exists

Strong security should not trap you out of your own case. These steps restore access safely.

Symptoms

  • Authenticator codes rejected
  • MFA prompt loops after a correct password
  • New phone no longer shows SeraCase codes

Likely causes

  • Device clock not set automatically
  • Wrong authenticator account selected
  • Lost or reset phone without recovery codes
  • Entering an expired six-digit code

Step-by-step

  1. 1

    Set device time to automatic

    On your phone, enable automatic date and time, wait for a fresh code, and try again.

  2. 2

    Wait for a new code

    Codes rotate every 30 seconds. Enter the code currently displayed — not a previous one.

  3. 3

    Confirm the authenticator entry

    Open the SeraCase entry in your authenticator app. If multiple accounts exist, try the matching email.

  4. 4

    Use recovery options if available

    If you saved recovery codes when enabling MFA, use one as directed on the sign-in screen.

  5. 5

    Re-enroll after regaining access

    Once signed in, visit Settings → Security to remove a lost factor and enroll your current device.

Best practices

  • Store recovery codes offline when you enable MFA.
  • Enroll MFA on a device you control long-term.

Productivity tips

  • After travel or a phone upgrade, verify MFA still works before you need urgent access.

Common mistakes

  • Deleting the authenticator entry before disabling MFA in Settings.
  • Sharing MFA codes with others.

When to contact support

Contact support if you lost your MFA device and have no recovery codes, after verifying you own the account email.

Frequently asked questions

I lost my phone. Can I get in?

Use recovery codes if you saved them. Otherwise contact support with account verification details — do not share document contents in the ticket.

Screenshots

Illustration placeholder — product screenshot coming soon.

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Helpful links

Related articles

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    Resolve failed sign-ins caused by credentials, MFA, cookies, or an expired session.

  • Session expired

    Sign in again safely when your session ends, and reduce surprise logouts.

  • Is my information secure?

    Yes. SeraCase is built so your case materials stay private to your account, encrypted in transit and at rest.

  • Password reset email not arriving

    Find missing password-reset messages and get a working link without creating a second account.

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