JobAdder has a Multi-Factor Authentication (MFA) feature, which requires two proofs of identity (JobAdder password and authenticator app code on your mobile) to grant you access to your JobAdder account.
Key Troubleshooting tips
- You will not be sent an MFA code. You will need to open your Authenticator app (EG Microsoft Authenticator or Google Authenticator) to view your MFA code.
- JobAdder cannot remove MFA from your account - A JobAdder account admin will need to follow the steps to Reset your MFA code.
- If you have more than one "JobAdder MFA code" on your Device it will be the bottom JobAdder code.
Using MFA
Reset MFA for individual users
If one of your users has changed mobiles and hasn't been able to transfer their codes to their new mobile. Admin users can reset MFA for individual users which will unlink MFA from their old mobile and allow them to link it to their new mobile when they next sign in.
How to reset MFA for individual users:
- Admin users can navigate to Account > Admin > Users
- Tick the box next to the user(s) you want to reset MFA for
- Actions > Remove MFA
- This will reset MFA from their old mobile so they can link MFA to their new mobile
FAQs/Troubleshooting
I've got a new mobile; how do I sign into JobAdder with MFA?
- If you still have your old phone, you can transfer codes to your new phone.
Pro tip 🎉 Google Authenticator user? See steps from Google support here. - If your old mobile phone was lost, stolen or exchanged, please follow the steps provided by your authenticator app
Pro tip 🎉 Google Authenticator user? See steps from Google support here.
I've got an error saying incorrect code, what can I do?
- If your code is incorrect, confirm you entered the code before it expired and then try entering a new code.
- Check if you have Multiple Jobadder codes. - make sure you are using the bottom one.
I've ticked 'Remember me for 30 days' but keep being asked to log into the Google Authenticator each time I log into my JobAdder
- This is because you need to be signed into a Google Chrome SSO account for it to remember you for 30 days.
Time Sync
Sometimes your Google Authenticator app may not be synced to the time properly, causing your codes to be rejected by JobAdder, please try syncing it as below:
Google Authenticator app
For Android users:
- Go to the Main Menu on the Google Authenticator app (the three lines in the top left corner)
- Select Settings
- Select Time correction for codes
- Select Sync now
- On the next screen, the app will confirm that the time has been synced, and you should now be able to use your verification codes to sign in.
For iOS (Apple iPhone) users:
- Go to the iPhone Settings.
- Select General
- Select Date & Time
- Enable Set Automatically (If this setting was already enabled, you can disable it for a moment, then re-enable)
Microsoft authenticator:
For Android users:
- Go to the Main Menu on the Google Authenticator app (the three lines in the top left corner)
- Select Settings
- Select Time correction for codes
-
Select Sync now
For iOS (Apple iPhone) users: - Go to iPhone Settings
- Select General
- Select Date & Time
-
Enable Set Automatically (If this setting was already enabled, you can disable it for a moment, then re-enable)
This should help to fix the problem!