Common MFA problems and how to fix them
Good MFA troubleshooting starts with understanding the problems users run into most often. For small teams, even a few recurring issues can slow things down and overwhelm your support capacity. Here’s a look at the top MFA pain points and how to solve them fast.
How to handle lost or replaced phones
One of the most common MFA-related tickets happens when an employee gets a new phone and can’t log in. If their old device was the only way to verify their identity, they’re stuck—and so are you.
How to fix it:
Encourage users to set up a backup authentication method during enrollment, like a phone call or SMS. If your IAM platform supports it, admins can remove the old device and help users re-enroll. For teams using Duo, the self-service device portal lets users update their own devices without opening a ticket.
Fix MFA issues caused by time or network errors
MFA apps need accurate device time and a reliable network to work properly. If a user’s phone clock is slightly off or their internet connection is unstable, it can lead to failed logins or delayed prompts.
How to fix it:
Ask users to enable automatic date and time settings on their phones. They should also switch to a stronger network (cellular or Wi-Fi) if push notifications aren’t coming through reliably. Offline options like Duo Mobile passcodes can be a helpful backup when connectivity is spotty.
Help users confused by MFA login prompts
First-time MFA users may be unsure what to do when prompted to authenticate. If enrollment instructions aren’t clear or the login flow feels unfamiliar, you’ll likely see a spike in support requests.
How to fix it:
Keep instructions simple and consistent. If you're using Duo, take advantage of the guided user enrollment experience to walk users through setup. Pair it with short visual guides or checklists so the process feels clear, familiar, and easy to follow.
Avoid lockouts from misconfigured policies
Sometimes the problem isn’t the user—it’s the policy. Overly strict authentication settings or incorrect group assignments can block users from accessing the systems they need.
How to fix it:
Review your MFA and access control policies regularly to ensure the right authentication methods are available to the right user groups. Make sure any conditional access rules reflect how your team actually works. If you're using Duo, tools like adaptive user access policies and Trust Monitor can help you identify issues quickly and adjust settings with confidence.
Prevent MFA push notification spamming
Attackers may attempt to overwhelm users with repeated MFA push notifications, hoping the user will approve one inadvertently.
How to fix it:
Ask users to ignore and report any unexpected MFA prompts they receive—these could be signs of a push fatigue attack. Make sure alerting is turned on so your team can catch repeated push attempts in real-time. If you're using Duo, enable Trust Monitor to detect repeated push attempts and apply adaptive access policies to limit risk.
By understanding and addressing these common MFA challenges, you’ll dramatically cut down on support tickets while giving your users a smoother, more secure login experience.
New to MFA or unsure how it differs from two-factor authentication? Read the article What is MFA?
