To troubleshoot this issue, let’s first make sure your device is able to receive push notifications. We can verify that by performing an person-to-person verification.
If your device retrieved a QR code, but did not display the second code on your ID, then it’s likely your device is unable to receive push notifications.
- Check your device’s settings to make sure push notifications are enabled for trulyMEid.
- If you’re on a corporate WiFi, check to make sure the necessary ports and protocols are open.
If your device retrieved a QR code AND displayed the second code on your ID, then your device is receiving push notifications. In this case, make sure you’re sending the multi-factor authentication request to the correct device. Many users have multiple devices, and some have very similar names.
If you have multiple devices with similar names, it may be because you’ve deleted and reinstalled the app on the same device. While the trulyMEid cloud will eventually recognize this and clear out the old reference, you can immediately delete the old reference through the app.
To delete an old reference (or another device), tap on Account…Devices, and tap the name of the device that you want to delete. When the popup appears, tap OK to confirm, and the device will be deleted from your account. Then, the next time you request multi-factor authentication, the request will go to your current device.