{"id":508,"date":"2026-08-17T09:50:47","date_gmt":"2026-08-17T06:50:47","guid":{"rendered":"https:\/\/sites.utu.fi\/mfahelp-staging\/?page_id=508"},"modified":"2026-08-17T15:27:56","modified_gmt":"2026-08-17T12:27:56","slug":"faq-troubleshoot","status":"publish","type":"page","link":"https:\/\/sites.utu.fi\/mfa\/en\/faq-troubleshoot\/","title":{"rendered":"FAQ &amp; Troubleshooting"},"content":{"rendered":"<style>.kb-table-of-content-nav.kb-table-of-content-id508_c7a125-cb .kb-table-of-content-wrap{padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kb-table-of-content-nav.kb-table-of-content-id508_c7a125-cb .kb-table-of-contents-title-wrap{padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id508_c7a125-cb .kb-table-of-contents-title{font-weight:regular;font-style:normal;}.kb-table-of-content-nav.kb-table-of-content-id508_c7a125-cb .kb-table-of-content-wrap .kb-table-of-content-list{font-weight:regular;font-style:normal;margin-top:var(--global-kb-spacing-sm, 1.5rem);margin-right:0px;margin-bottom:0px;margin-left:0px;}<\/style>\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69, .wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69[data-kb-block=\"kb-adv-heading508_d2cbef-69\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69[data-kb-block=\"kb-adv-heading508_d2cbef-69\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading508_d2cbef-69[data-kb-block=\"kb-adv-heading508_d2cbef-69\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h2 class=\"kt-adv-heading508_d2cbef-69 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading508_d2cbef-69\">Troubleshooting<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">One-Time Code is Wrong<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If your phone\u2019s time is off by even one minute, the registration process may not be completed. Try restarting your phone or manually adjusting the time in your phone\u2019s settings. This should fix the issue.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Loading the account console<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The issue is caused by an outdated operating system and\/or Safari version. Update your operating system (which is also recommended for security reasons), or complete the MFA registration on another device.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lost your phone<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">See the instructions on the page below:<\/p>\n\n\n<style>.wp-block-kadence-advancedbtn.kb-btns508_5bb69c-ce{gap:var(--global-kb-gap-xs, 0.5rem );justify-content:flex-start;align-items:center;}.kt-btns508_5bb69c-ce .kt-button{font-weight:normal;font-style:normal;}.kt-btns508_5bb69c-ce .kt-btn-wrap-0{margin-right:5px;}.wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button{color:#555555;border-color:#555555;}.wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button:hover, .wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button:focus{color:#ffffff;border-color:#444444;}.wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button::before{display:none;}.wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button:hover, .wp-block-kadence-advancedbtn.kt-btns508_5bb69c-ce .kt-btn-wrap-0 .kt-button:focus{background:#444444;}<\/style>\n<div class=\"wp-block-kadence-advancedbtn kb-buttons-wrap kb-btns508_5bb69c-ce\"><style>.wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button, ul.menu .wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button{width:461px;}.wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button{background:var(--global-palette1, #3182CE);}.wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:hover, .wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:focus{color:var(--global-palette4, #2D3748);background:var(--global-palette7, #EDF2F7);border-top-color:var(--global-palette1, #3182CE);border-top-style:solid;border-right-color:var(--global-palette1, #3182CE);border-right-style:solid;border-bottom-color:var(--global-palette1, #3182CE);border-bottom-style:solid;border-left-color:var(--global-palette1, #3182CE);border-left-style:solid;}@media all and (max-width: 1024px){.wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:hover, .wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:focus{border-top-color:var(--global-palette1, #3182CE);border-top-style:solid;border-right-color:var(--global-palette1, #3182CE);border-right-style:solid;border-bottom-color:var(--global-palette1, #3182CE);border-bottom-style:solid;border-left-color:var(--global-palette1, #3182CE);border-left-style:solid;}}@media all and (max-width: 767px){.wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:hover, .wp-block-kadence-advancedbtn .kb-btn508_05a9d8-44.kb-button:focus{border-top-color:var(--global-palette1, #3182CE);border-top-style:solid;border-right-color:var(--global-palette1, #3182CE);border-right-style:solid;border-bottom-color:var(--global-palette1, #3182CE);border-bottom-style:solid;border-left-color:var(--global-palette1, #3182CE);border-left-style:solid;}}<\/style><a class=\"kb-button kt-button button kb-btn508_05a9d8-44 kt-btn-size-small kt-btn-width-type-fixed kb-btn-global-inherit kt-btn-has-text-true kt-btn-has-svg-true wp-block-button__link wp-block-kadence-singlebtn\" href=\"https:\/\/sites.utu.fi\/mfa\/en\/phone-changed\/\"><span class=\"kt-btn-inner-text\">Changed Phones<\/span><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRight kt-btn-icon-side-right\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><line x1=\"5\" y1=\"12\" x2=\"19\" y2=\"12\"\/><polyline points=\"12 5 19 12 12 19\"\/><\/svg><\/span><\/a><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Phone Camera Is Broken and I Can\u2019t Scan the QR Code<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Below the QR code, there is a link saying <strong>\u201cUnable to scan?\u201d<\/strong>, which provides a code that you can enter manually into your authenticator app instead of scanning the QR code.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10, .wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10[data-kb-block=\"kb-adv-heading508_65430b-10\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10[data-kb-block=\"kb-adv-heading508_65430b-10\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading508_65430b-10[data-kb-block=\"kb-adv-heading508_65430b-10\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h2 class=\"kt-adv-heading508_65430b-10 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading508_65430b-10\">Frequently Asked Questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Is multi-factor authentication mandatory?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes, multi-factor authentication becomes mandatory for all students starting from October 1, 2024.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How long is the MFA code valid?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The one-time code from the Authenticator app is valid for 30 seconds at a time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How does MFA enhance the security of my account?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Multi-factor authentication ensures that even if someone obtains your UTU credentials, they cannot access your account without the additional authentication step.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Do I need to bring my phone and use MFA for the Exam?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No, Exam rooms are an exception, and MFA is not required on exam computers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Can I use a different Authenticator application?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">You can, but the authentication app must meet the security criteria. The university recommends using Microsoft Authenticator, FreeOTP, or Google Authenticator.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>What if I delete the authenticator app?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If you don\u2019t have an MFA backup, you should contact Turku University&nbsp;<a href=\"https:\/\/www.utu.fi\/fi\/yliopisto\/langattomat-verkot-kayttajatunnukset-ja-it-tuki\/helpdesk-it-tuki\" rel=\"noopener\">IT Services<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Can I use MFA on multiple devices simultaneously?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes, you can use MFA on multiple devices simultaneously, and it\u2019s recommended to have MFA on at least two different devices, such as a smartphone and a tablet.<\/p>\n\n\n<style>.wp-block-kadence-spacer.kt-block-spacer-508_5e54be-1c .kt-block-spacer{height:60px;}.wp-block-kadence-spacer.kt-block-spacer-508_5e54be-1c .kt-divider{border-top-width:1px;height:1px;border-top-color:#eee;width:80%;border-top-style:solid;}<\/style>\n<div class=\"wp-block-kadence-spacer aligncenter kt-block-spacer-508_5e54be-1c\"><div class=\"kt-block-spacer kt-block-spacer-halign-center\"><hr class=\"kt-divider\"\/><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Troubleshooting One-Time Code is Wrong If your phone\u2019s time is off by even one minute, the registration process may not be completed. Try restarting your phone or manually adjusting the time in your phone\u2019s settings. This should fix the issue. Loading the account console The issue is caused by an outdated operating system and\/or Safari&#8230;<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"narrow","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-508","page","type-page","status-publish","hentry"],"acf":[],"lang":"en","translations":{"en":508,"fi":346},"taxonomy_info":[],"featured_image_src_large":false,"author_info":{"display_name":"utuwebmaster","author_link":"https:\/\/sites.utu.fi\/mfa\/author\/utuwebmaster\/"},"comment_info":0,"pll_sync_post":{},"_links":{"self":[{"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/pages\/508","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/comments?post=508"}],"version-history":[{"count":4,"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/pages\/508\/revisions"}],"predecessor-version":[{"id":551,"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/pages\/508\/revisions\/551"}],"wp:attachment":[{"href":"https:\/\/sites.utu.fi\/mfa\/wp-json\/wp\/v2\/media?parent=508"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}