Solutions for common MFA setup and login issues on the Zai Dashboard
Use this support article to resolve common MFA setup and login issues on the Zai Dashboard. If you have not yet enabled MFA, refer to the How to Enable MFA on the Zai Dashboard guide first.
Common Issues and Solutions
My authenticator app codes are not accepted during login or enrolment
If you have tried entering codes several times but they keep failing, and the Dashboard shows an error saying your code is invalid, it usually means the code being generated by your authenticator app is not in sync with the Dashboard. This can happen for a few reasons, such as device time being slightly off, a corrupted app entry, or using the wrong account.
What to try
Check device time is automatic
Time-based one-time password (TOTP) codes depend on accurate device time. On your phone or device running your chosen authenticator app, turn on Automatic Date and Time or Use network-provided time. Then try entering a fresh code.
Enter a fresh code at the start of a 30-second cycle and type it promptly
Open your authenticator app, wait for the countdown to restart, and enter the code quickly before it expires. Avoid copying extra spaces or hidden characters.
Remove and re-add the Zai Dashboard entry in your authenticator app
Sometimes accounts are created incorrectly and codes will never match. Delete the existing Zai Dashboard entry and then set up MFA again. Refer to How to Enable MFA for instructions on setup.
Try another supported authenticator app
If issues continue, switch to a different app and re-add the Zai Dashboard using the QR code or manual key:
I am not getting the MFA enrolment or login prompt
When trying to set up Multi-Factor Authentication (MFA), you might not see the MFA enrolment screen during login. This usually happens because your browser remembers that you previously opted to be reminded later for MFA enrolment. At Zai, we have a 7-day window before prompting you again to enrol in MFA.
What to try
Use a private window or a different browser, or clear cookies
Opening the Dashboard in an incognito or private window will always ask if you want to enable MFA.
Wait until the remember-MFA window expires
Zai has implemented a 7-day window. During this period, you will not be prompted again for MFA in the same browser unless you clear cookies or use a private session. After the 7 days pass, the MFA prompt will appear again.
Sign out and back in to the Dashboard
Logging out completely and signing back in can often trigger a new MFA prompt. Usually, this occurs if you have just set up your new account.
I cannot scan the QR code
If your authenticator app is not scanning the QR code it usually means there was an input error or the app is struggling to read the code correctly. This can happen if the screen is too dim, the camera cannot focus, or there is a typo when entering the manual key.
What to try
Use the manual setup key instead of scanning
On the Link your app screen, choose Can’t scan this code to reveal the alphanumeric key. Enter it exactly as shown. Watch for look-alike characters such as O vs 0 or l vs 1.
Increase screen brightness and zoom when scanning
Make sure your device camera can clearly read the QR code. Brighten your screen and zoom in if needed.
Try another authenticator app
If problems persist, install a supported app such as Authy, Google Authenticator, or LastPass Authenticator, then add the account via QR code or manual key.
Authenticator app troubleshooting and help
- Authy: Token not working checklist and time tips. Twilio Help Centre
Support: https://www.authy.com/help/ - Google Authenticator: Fix common 2-step verification issues and timing tips. Google Help
Help: https://support.google.com/accounts/answer/185834 - LastPass Authenticator: Help centre and recovery guidance.
Support: https://support.lastpass.com
Still Having Issues?
Contact our Support team (support@hellozai.com) with your organisation name, the Dashboard login email, a short summary of what you have tried, any errors you have received and any screenshots.
Security note: Your Account Manager and Zai Support will never ask for your password or your one-time codes.