Seller MFA Troubleshooting and FAQ

This article provides troubleshooting tips and answers frequently asked questions about Seller Multi-Factor Authentication (MFA).

Learn more:

Troubleshooting

"Return to login" button:
- If you see a Return to login button, it means you're in a temporary login process for setting up Multi-Factor Authentication (MFA).
- You need to finish the MFA setup to fully access the Seller Portal.
- If you click the Return to login button, you'll be logged out and have to enter your login information again to restart the MFA process.
Authenticator app issues:
- Ensure your device's time is correct.
- Make sure your authenticator app is updated to the latest version.
Browser issues:
- If you encounter errors on the MFA pages, try clearing your browser's cache and cookies.
- You can also try using a different web browser.
Re-adding Seller account to authenticator app:
- If you have deleted your Seller Portal account from your authenticator app and are trying to set it up again, you will be prompted to enter a code.
- In this case, enter one of your MFA recovery codes in the field where you would normally enter the code provided by the authenticator app.

What are MFA recovery codes?
- MFA recovery codes are one-time use codes that allow you to log in to your Seller Portal account if you cannot use your authenticator application.
How are MFA recovery codes generated?
- MFA recovery codes are generated after you successfully complete an MFA challenge for the first time.
- You will receive an email containing a set of 10 recovery codes.
How should I store my MFA recovery codes?
- Store your recovery codes in a safe and accessible place.
Can I reuse a recovery code?
- No, each recovery code can only be used once.
- It is recommended to generate a new set of recovery codes after using one.
What if I lose my MFA recovery codes?
- Operators can reset your recovery codes, which will generate a new set of codes and send them to your email address.
What happens if I select "Maybe Later" during optional enrollment?
- If you are given the option to enroll in MFA and choose "Maybe Later," you will not be prompted to enroll for another seven days.
- After seven days, you will be prompted to enroll again when you log in.
How often will I be prompted for MFA?
- MFA frequency is determined by the operator.
- Factors that can influence MFA frequency include failed login attempts, password resets, and failed MFA challenges.