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Troubleshoot two-factor authentication in Malwarebytes OneView

Malwarebytes OneView platform provides two-factor authentication (2FA) for extra security. This article lists the troubleshooting steps to resolve issues with two-factor authentication. To enable two-factor authentication, see Enable two-factor authentication in Malwarebytes OneView.

Reset two-factor authentication

Another Global Admin can reset two-factor authentication if you have lost your phone or replaced the device. To reset two-factor authentication:

  1. Log in to Malwarebytes OneView. 
  2. On the left navigation pane, click Settings.
  3. Select Users. Locate the affected user.
  4. Click the ellipsis icon 2022-01-04_17-40-44.png.
  5. Click Reset.

Note: If the button is greyed out, two-factor authentication is not set up for the account.

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 Malwarebytes OneView.

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