"Invalid Code" WebPortal MFA

Patricia Sobye

Hello

We have had several users this past week run into issues while logging in to WebPortal to create requisitions in WebPurchasing. After entering the username and password and retrieving their code for MFA, they continue to receive an “invalid code” message and they are unable to get fully signed in. We have tried resetting MFA, clearing cookies, hard reloading browser, updating authenticator app on the cell phone, updating the operating system on the cell phone, restarting the phone and the computer and nothing seems to help. Myself and a colleague have both reached out to support, but they have not been able to help. Is anyone else having this problem? Any ideas on solution?

Jessica Stickels

@Patricia Sobye
We were having the same issue the last month or so due to the new WebPortal url we received from Blackbaud. I think most users were able to get in once they cleared all caches and rebooted their systems. Some, we had to reset the MFA.

We did have one user that couldn't get in no matter what we tried but once she scanned the code from her work phone (iphone) instead of her personal phone (android), it worked. I and others have no issues with android, so I think this was just an odd isolated incident.

Samantha Irons

@Patricia Sobye

We have also been having this issue since 12/26. We've continued to have this issue even after our users cleared cookies, etc.

Cathy Coleman

@Patricia Sobye We are having this issue as of today and they sent us a Hosting Customer Authorization Form to complete and return for the engineering department to be able to further investigate.

Patricia Sobye

@Cathy Coleman Thanks. I did receive that update in my support case yesterday as well and look forward to a resolution. This has completely halted our purchasing process

Arianna Oliva

@Patricia Sobye
Same issue here and no resolution , no one here can gain access due to invalid security code

Jackie Loftus

Has anyone been able to get back in?