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. If you entered the wrong number and haven't received an MFA code:

   1. Click the Back button on the MFA screen.
      
      
   2. Update your phone number on the previous step.
      
      
   3. Re-enter your correct number and try again.
   

2. I’m Not Receiving My Authentication Code

Here are the most common reasons and solutions:

Issue: Your phone number requires an extension or is missing a country code (e.g., +1)
Solution:

• Enter the full phone number with the correct country code.
  
  
• Extensions are not supported—please use a direct line.
  
  
• Try using a different number if necessary.
  
  

Issue: Your phone number includes special or unsupported characters
Solution:

• Remove characters like parentheses or dashes.
  
  
• Only the “+” symbol is allowed.
  
  
• When formatted correctly, a country flag will appear next to the phone number.
  
  

Issue: You’re using a non-US phone number
Solution:

• Select Voice Call instead of SMS Text Message.
  
  
• Some countries are blocked by our third-party MFA tool from receiving SMS, so Voice Call is more reliable.
• What to Expect When Selecting MFA Voice Call

3. Other Common MFA Issues and Troubleshooting Tips

If you're not receiving your MFA code or running into unexpected issues, try the following steps to resolve the problem:

Wait for the code

• It can take up to 10 minutes for your MFA code to arrive, especially during peak periods or if there’s network congestion.
  
  
• Avoid clicking Resend Code multiple times in a row—this can cause conflicts or delay delivery further. Wait a full 10 minutes before attempting again.
  
  

Use the right device

• PaymentWorks is optimized for use on a desktop or laptop computer.
  
  
• Mobile devices and tablets (like iPads) are not fully supported, and using them may prevent proper code delivery or display issues with the MFA prompt.
  
  

Use a supported browser

• The best experience occurs when using Google Chrome or Mozilla Firefox.
  
  
• Browsers such as Safari or Internet Explorer may not handle the MFA process reliably. Make sure your browser is also up to date.
  
  

Try an incognito or private browsing window

• Opening an incognito or private window can help bypass cached data, stored cookies, or browser extensions that might interfere with MFA.
  
  

Ensure your cell phone is using Cellular Data, not Wi-Fi

• MFA codes are delivered through mobile carrier services. If your phone is only connected via Wi-Fi, delivery may fail.
  
  
• Switch to Cellular Data (turn off Wi-Fi temporarily) and try again.
  
  

Double-check your phone settings

• Confirm that your phone has no call blocking or spam filtering settings that could be intercepting the voice call or SMS.
  
  
• Make sure Do Not Disturb mode is turned off and that your device is not in Airplane Mode.

Use MFA Voice Call instead of SMS

• For users outside the U.S. or those having trouble with text message delivery, selecting Voice Call can improve success.
  
  
• What to Expect When Selecting MFA Voice Call

4. I'm Getting the Error “Enter a Valid Telephone Number”

If you see this error but believe your phone number is valid:

• Make sure your number meets formatting requirements listed above.
  
  

If the issue persists, contact PaymentWorks Support and include the phone number you're using.