This page provides a list of common problems with two-factor authentication login and what you can do to solve them.

Issues setting up or using an authenticator app

Issues with the authentication code

General two-factor authentication log in issues

 

General two-factor authentication log in issues

I forgot my mobile device at home or do not have it with me

If you don’t have a mobile device with you to complete the first step, you will need to have access to a mobile device before continuing. Completing this step verifies your identity and is required to set up two-factor authentication for MAXTA.

If you have already set up two-factor authentication and cannot access the authentication code on your mobile device, you will need to contact our support team to reset your account security. You will need to remove the MAXTA account from your authentication app and your account will be reset, including username and password.

To maintain security, you will need to have access to your previously verified mobile device or have your account security reset by the above methods to log in to MAXTA.

I don’t want to use my mobile device for authentication

You may not wish to use your mobile device for authentication, in this instance you may use a desktop authentication app such as:

Each is easy to set up and does not require you to use a mobile device to scan for a QR code. However, using a desktop or browser authenticator will require you to copy and paste a ‘secret key’ which you will find in step 2 of setting up your authentication method on the initial MAXTA screens (see below)

I’ve lost my mobile device or it was stolen

If you’ve lost or had your mobile device stolen, you will need to contact our support team to reset your account security. You will need to set up your account security with a different mobile device.

After your settings are reset, you’ll be prompted to register for two-factor authentication the next time you sign in.

I received an error saying ‘Something is wrong, please try again’

This error means that either your username or your password is incorrect. Your username is usually your personal email address supplied to us by your organisation.

Example username:

It may also be that your password is incorrect. Please ensure you are entering the correct spelling and characters of your password. If you still have trouble, please click on the forgot password link.

I have to log in with two-factor authentication every time I go to MAXTA

An authenticated session with MAXTA lasts up to 30 days, which means you can log in without having to authenticate each time. After this time, you will automatically be logged out and need to log in again, using two-factor authentication. Also, if you intentionally log out of MAXTA, this will end your authenticated session and mean next time you open the MAXTA, you will need to log in again. This is the expected behaviour and is designed as such to provide extra security to your user account, making it harder to compromise. 

Issues setting up or using an authenticator app

I don’t know what an authenticator app is

An authenticator app is an app you can download on your mobile device that will give you a six-digit code that you will need to use to log in with two-factor authentication. There are many authenticator apps including Authy, Google Authenticator, Microsoft Authenticator or Duo Security that you can use. The extra step of providing a code from an authentication app keeps your account more secure.

If you use two-factor authentication to log in to other sites, you may already have an app on your device that you can use. If you do not have an authenticator app you can download one from your app store.

Try watching videos on authenticator apps

I don’t know how to add a site to my existing authenticator app

If you have an authenticator app on your mobile device already, such as Authy, Google Authenticator, Microsoft Authenticator or Duo Security, you can add MAXTA to your existing app.

From the app home screen or in the app menu, look for a plus (+) symbol or ‘Add account’ button. You will then be prompted to scan the QR code, or barcode, shown on the ‘Set up two-factor authentication’ screen when you are logging in to MAXTA.

If you have chosen a desktop app for authentication, you will need to copy and paste the secret code into your authentication application – this is instead of scanning a QR or barcode.

Note: Some apps may require you to select the type of account you want to add before prompting you to scan the barcode. If you are still having trouble, try checking the help site for the app you have for more info.

Try watching videos on setting up accounts on Google Authenticator

I cannot scan the QR code because I am using my mobile device

In order to add the site to your authenticator app you will need to scan the QR code on the page during registration. We recommend signing in on a desktop or tablet and using your mobile device with an authenticator app to scan the code.

Some applications such as Microsoft Authenticator are known to take a little longer when scanning the QR code.

Issues with the authentication code

My six-digit authentication code from the authenticator app is not working

The authentication code from the app should be six-digits in length and expires after a certain amount of time – usually 30 secons. Check to make sure that the code looks correct and is the most recent one shown in your authenticator app. 

Authenticator apps rely on the time set on your device to create the authentication code. If the time on your mobile device does not match the time on your computer then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from.

If they do not match you will need to sync up the time for the code to work. Some authenticator apps allow you to try and sync the time within the app. Look for this option within the app settings. If the option to sync is unavailable in your app you might try using another app like Authy, Google Authenticator, Microsoft Authenticator or Duo Security. You might also need to check that the date and time in your device’s settings are set to sync automatically with the internet network you are on.

Also ensure you dont have multiple accounts set up for MAXTA, there have been reports of users not knowing which code to use because they forgot to remove redundant accounts for MAXTA.

If your code is still not working, you will need to contact our support team to reset your account security or help you further.