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</div>Riny Heijdendael2024-03-27T14:53:31ZMFA troubleshooting guideRimke Posteltag:share.wmda.info,2009:page-463930866-52024-03-22T14:05:38Z2023-12-18T14:58:14Z<div class="feed"> <p>
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<h1 style="text-align: left;" id="MFAtroubleshootingguide-Commonissues"><style type='text/css'>/*<![CDATA[*/
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<li><a href='#MFAtroubleshootingguide-Commonissues'>Common issues</a>
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<li><a href='#MFAtroubleshootingguide-Issue1:"Useraccountdoesnotexistintenant'WMDAServices'"'>Issue 1: "User account does not exist in tenant 'WMDA Services'"</a>
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<li><a href='#MFAtroubleshootingguide-Error:'>Error:</a></li>
<li><a href='#MFAtroubleshootingguide-Issue&solution:'>Issue & solution:</a></li>
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<li><a href='#MFAtroubleshootingguide-Issue2:IhaveanewphoneandmyMFAisnolongerworking'>Issue 2: I have a new phone and my MFA is no longer working</a></li>
<li><a href='#MFAtroubleshootingguide-Issue3:Idonotseeapop-upwithanauthenticationcodewhenIlogin'>Issue 3: I do not see a pop-up with an authentication code when I log in</a></li>
<li><a href='#MFAtroubleshootingguide-Issue4:Icannotusemyauthenticatorapprightnow'>Issue 4: I cannot use my authenticator app right now</a></li>
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</div><br/>Common issues</h1><h2 id="MFAtroubleshootingguide-Issue1:"Useraccountdoesnotexistintenant'WMDAServices'"">Issue 1: "User account does not exist in tenant 'WMDA Services'"</h2><h3 id="MFAtroubleshootingguide-Error:">Error: </h3><div class="code panel pdl" style="border-width: 1px;"><div class="codeContent panelContent pdl">
<pre class="syntaxhighlighter-pre" data-syntaxhighlighter-params="brush: c#; gutter: false; theme: Confluence" data-theme="Confluence">Request Id: 12345678-2e3b-4c96-8e98-e10e6ec52400
Correlation Id: 12345678-0f20-4d51-9012-13e6313806a8
Timestamp: 2022-10-17T09:26:02Z
Message: AADSTS90072: User account 'test.person@testorg.org' from identity provider 'https://sts.windows.net/12345678-abcd-1234-a1b2-123456789abc/' does not exist in tenant 'WMDA Services' and cannot access the application '18373cfc-5469-463f-8793-bd3d30fb9a9b'(WMDA - Search+Match SPA Prod) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account
</pre>
</div></div><h3 id="MFAtroubleshootingguide-Issue&solution:">Issue & solution: </h3><p>You are logged in with your organisation's Microsoft account (in this case <a href="mailto:test.person@testorg.org" class="external-link" rel="nofollow">test.person@testorg.org</a>) in the same browser as the one you are using for logging into Search & Match or other WMDA services. You are probably using it for services such as Office365/Microsoft365 which include outlook. In order to prevent these issues please use a browser that is not logged into your organisation's office365/microsoft365 account. You can also use incognito/inprivate mode for that. </p><p>If the issue persists, please let us know at <a href="mailto:support@wmda.info" class="external-link" rel="nofollow">support@wmda.info</a> and we will look into what we can do for you. Please also see <a href="https://share.wmda.info/pages/viewpage.action?pageId=421107649">"B2B" login method with MFA</a></p><p><br/></p><h2 id="MFAtroubleshootingguide-Issue2:IhaveanewphoneandmyMFAisnolongerworking">Issue 2: I have a new phone and my MFA is no longer working</h2><p>By following <a href="https://share.wmda.info/x/hhf5Gw" rel="nofollow">these steps</a>, you can manage or reset your MFA.</p><p><strong>Important note:</strong><br/>I you are resetting your MFA because you have a new device, it is crucial to first log in with your existing credentials before removing them from your old device.</p><p>Once logged in with the old credentials, you can safely delete your current MFA method and proceed to set up a new MFA method. This ensures uninterrupted access.</p><p>If you have any questions or require any additional information, please contact <a class="external-link" href="mailto:support@wmda.info" rel="nofollow">support@wmda.info</a></p><p><br/></p><h2 id="MFAtroubleshootingguide-Issue3:Idonotseeapop-upwithanauthenticationcodewhenIlogin">Issue 3: I do not see a pop-up with an authentication code when I log in</h2><p>If the prompt does not appear, trigger it by going to your authenticator app and if necessary refreshing the notifications by pulling down.<br/>After refreshing, the prompt should appear.</p><p><br/></p><h2 id="MFAtroubleshootingguide-Issue4:Icannotusemyauthenticatorapprightnow">Issue 4: I cannot use my authenticator app right now</h2><p>If you cannot use your authenticator app due to connection issues, you can follow the next steps:</p><p>1. select the "I can't use my Microsoft Authenticator app right now" button.</p><p>2. Select "Use a verification code"</p><p>3. Enter the TOTP code displayed in the Microsoft Authenticator App on your mobile device
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<span style="color:grey;font-size:80%">Steps to use MFA when you can't use your Microsoft Authenticator app due to connection issues</span>
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