Troubleshoot two-factor authentication in Nebula

Nebula provides two-factor authentication (2FA) for extra security. This article lists the troubleshooting steps to resolve issues with two-factor authentication. For more information on 2FA, see Two-factor authentication in Nebula.

Malwarebytes and the Cybersecurity & Infrastructure Security Agency (CISA) recommend not permanently disabling 2FA as this provides an extra layer of security in the event your login credentials are compromised.

Lost or replaced device

If you have lost or replaced your device, do one of the following:

• Request a recovery code if you have the setting enabled for your account. For more information, see Request two-factor authentication recovery code in Nebula.
• Have another Super Admin reset 2FA for you. To reset 2FA:
  1. On the left navigation pane, click Manage > Users.
  2. Locate the affected user.
  3. Click Reset next to the affected user.
  4. In the confirmation window, click Reset 2FA.
• Contact Support if there are no other Super Admins to reset 2FA or if the recovery code option is disabled.

Code is incorrect or expired

Authenticator app codes change every 30 seconds. This error indicates the code was entered after the time period lapsed. To resolve this: 

1. Sync the time on the mobile device authentication app. 
2. Enter the most recent code from your app before it expires.

Session timed out

This error indicates the log in session timed out after you entered your password. The time on the device you are logging in with must match the time on your device with the authenticator app. To resolve this:

1. Sync the time settings on the device you are using to log in.
2. Log in to Nebula.