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      Common Issues with Multi-Factor Authentication (MFA)

      If you’re experiencing problems with MFA while logging in to PaymentWorks, here are common issues and troubleshooting steps to help you resolve them.

      1. I Entered the Wrong Phone Number

      No problem! You can easily fix this:

      1. Click the Back button on the MFA screen.
      2. Return to the step where you enter your phone number and update it.

      2. I’m Not Receiving My Authentication Code

      If you’re not receiving an authentication code, it might be due to an issue with your phone number.

      • Issue: Your phone number requires an extension or a country code (e.g., +1).
        • Solution: Enter the full number, including the correct country code. If your number still doesn’t work, try another number for MFA or contact PaymentWorks Support.
      • Issue: You entered special characters or an unsupported number.
        • Solution: Double-check that your phone number doesn’t include unsupported characters (e.g., parentheses or dashes). Only the "+" symbol is allowed for country codes. When entered correctly, the country flag should appear next to the phone number field.
      • Issue: You’re using a Chinese phone number.
        • Solution: Contact PaymentWorks Support for assistance.

      3. Other Common MFA Issues and Troubleshooting Steps

      If you’re not receiving your code or encountering other MFA issues, try these steps:

      1. Wait for the code
        • It can take up to 10 minutes to receive your code. Avoid requesting multiple codes in quick succession, as this may cause delays or errors.
      2. Use the right device
        • Make sure you’re logging in on a desktop or laptop. Mobile devices and tablets (e.g., iPads) are not fully supported.
      3. Use a supported browser
        • Log in using Chrome, Firefox, or Safari for the best experience.
      4. Try an incognito window
        • Open an incognito window in your browser to avoid potential issues with saved settings or cookies. Search online for instructions on how to open an incognito window for your specific browser.

      If none of these steps work, submit a ticket to PaymentWorks Support for further assistance.

      4. I’m Getting the Error “Enter a Valid Telephone Number” but My Phone Number Is Valid

      If you receive this error and believe your phone number is correct, please contact PaymentWorks Support. Be sure to include the phone number you’re using in your message.