Troubleshooting difficultes with Multi-Factor Authentication

If your Nimble account has Multi-Factor Authentication (MFA) enabled you may find that people logging in using MFA need some extra help (for example, if they haven’t received their MFA code via text message). We recommend working through the steps below in order.

Check whether the person’s mobile phone has signal

The first thing to check is that the person’s mobile phone has signal. If they don’t have signal, they won’t be able to receive their MFA code. If you find that they don’t have signal, ask them to move their phone to a location where it has network reception and wait 5 minutes for the code to arrive.

Check whether the person’s mobile number has been set correctly

The next thing to check is that the person has a mobile number that’s correctly set in their user or learner settings within the LMS. Open the user or learner and read the number back to the person trying to log in, and have them check that the number is correct. If it isn’t, update the number and have them log out and try again. They’ll find a Logout option located beneath the MFA prompt (see below!)

Have the person try clicking the Send a new code option

From the MFA prompt, have the person try clicking the Send a new code option which is located to the left of the submit button (see below!) This will allow them to request a fresh MFA code. Please note that this function can only be used 3 times within 24 hours.

Try using the send MFA option from their user or learner settings

From the user or learner settings, click the Send MFA button. This will allow you to re-send an MFA code which is particularly useful if they’ve exhausted their number of resends. Please note that you may only re-send an MFA code once a minute – if you try to re-send more often that that, you may receive a message letting you know that you need to wait a few seconds.

Still stuck?

If you’re still having problems, please email support@nimble-elearning.com with details of the difficulties you’ve been experiencing and we’ll help as quickly as possible!