Troubleshooting Multi-Factor Authentication (MFA)
Multi-Factor Authentication (MFA) is a feature in your Patriot Software account that keeps your data secure. If you have recently updated your cell phone, email address, or have not received your code, here are some troubleshooting tips.
Receiving the MFA code
When you set up your Patriot Software MFA, you select to receive the code via text message or email.
I have not received a text message with my code. Why?
Some common reasons you have not received your MFA code to your cell phone include:
- The MFA is not registered to your cell phone
- Your cell phone carrier is experiencing a delay
- The cell phone carrier is experiencing technical issues
You have 15 minutes from the time you first request a code to enter the code into the software. If you do not enter the code within 15 minutes, you must choose to send a new code.
My MFA code is not in my email
If your email has a firewall, the MFA code may be delivered to your spam or junk folder. First, check your spam or junk folder for the MFA code. If the email is in spam, be sure to whitelist the Patriot Software email address for the MFA code for the future.
If you have multiple business emails, check the email address associated with your Patriot Software account. In some cases, the MFA email address could be different from the email address associated with your account.
I changed my cell phone number or email address. How can I get access to my account?
In order for us to reset your account, we will need two pieces of identifying information. This documentation allows us to verify your identity and grant access to an authorized user. We will need:
- Documentation showing you are the sole owner of your business (e.g., Articles of Incorporation)
- A valid driver’s license or state identification for the owner of the business
- The driver’s license should match the Articles of Incorporation and the contact name on the account
Backup methods
When creating your primary authentication method, we recommend you add a backup recovery account to be used if you don’t have access to your primary method. For example, the primary method could be a text message to your cell phone, and the secondary method is your email address. The secondary method will be used as a recovery option.
Recovery options
Patriot provides a recovery code at the time you activate MFA in your account. This six-digit code is a one-time use access code that is entered on the Recovery Options screen in the event that you cannot receive the MFA code to your primary method.
On the Authenticate Code page of the login, there are two links. Click Recovery Options and choose to send the code to your secondary method or enter your recovery code. If you use the recovery code, this six-digit code is now deactivated in your account, and a new recovery code is generated.
The new recovery code is in:
Settings > Account Settings > User Settings > Manage Login Information > Change Multi Factor Authentication.
Record the new recovery code for future use, and update your Multifactor Authentication settings, if necessary.
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