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Please note: This article currently reflects the Selection Manager experience and will be updated on 6/9 to incorporate the new candidate pipeline being rolled out to customers. To review the candidate pipeline and how to process candidates through the stages, click here.

Multi-factor authentication (MFA) is a crucial security measure used by Hireology to protect user accounts. Occasionally, users may face challenges such as being unable to log in, receiving incorrect codes, or mismatched phone numbers in their setup. 

In This Article We Will Cover: 

• Common MFA Challenges & Triage Steps
• Best Practices to Prevent MFA Issues
• Related Topics

Common MFA Challenges

1. Prompted for a Verification Code but Never Set Up MFA - If you are being asked for a verification code from an authenticator app you never configured, this could be due to a recent security update. Such updates often require users to reset or re-enroll their MFA. - Resolution: Contact your administrator and request an MFA reset. After reset, log in with your username and password, then follow prompts to set up MFA. Choose your preferred method, such as an authenticator app or SMS verification.
2. Unable to Access Hireology Due to 'Invalid Token' Errors While Resetting Password - An "invalid token" error usually means your password reset link has expired or was already used. - Resolution: - Request a new password reset email and ensure to use the latest link received. - Once your password is reset, MFA setup is mandatory. Follow the on-screen prompts to configure your new authenticator. - Scan the provided QR code or enter the key in an authenticator app.
3. Incorrect MFA Contact Details (e.g., Phone Number) - If your phone number used for MFA is outdated or incorrect, logging in becomes impossible. - Resolution: Reach out to your administrator to reset your MFA settings. After the reset: - Log in and follow the standard MFA setup steps to enroll a new verification method with the updated details.
4. Verification Codes from Authenticator App Are Rejected as 'Incorrect' - This typically occurs after a password reset or if the authenticator app is misconfigured. - Resolution: Request an MFA reset from your Hireology administrator. Delete the existing Hireology account from your authenticator app, then re-enroll using a fresh QR code or key provided during the MFA setup on your next login.
5. Authenticator App Doesn’t Generate Codes or Account Seems Unresponsive - If your authenticator app isn’t working properly, an MFA reset is required. - After reset: Scan the QR code or enter the provided key during re-enrollment, then verify by entering the generated code.
6. Blocked at MFA Verification Prompt After Entering Credentials - If you’re stuck at the MFA prompt while logging in, you can either: - Re-enroll MFA: Contact your admin to reset your MFA settings. Set up MFA again upon the next login prompt. - Use Single Sign-On (SSO): If your organization uses SSO, select the "Single Sign-On" option during login. SSO bypasses the standalone MFA requirement since it fulfills security protocols.

Best Practices to Prevent MFA Issues

• Maintain Up-to-Date Contact Information: Ensure that your account's phone number and email are current to avoid issues with verification codes or recovery options.
• Backup Authenticator Credentials: Save recovery codes or secure backups of your MFA setup to quickly restore access if your device is lost or replaced.
• Leverage SSO When Possible: If your organization supports Single Sign-On, use this feature for smoother and more integrated login processes.

Following these steps and practices helps ensure a seamless login experience while maintaining the security of your Hireology account.

Related Topics

• Account Security