When Two-Factor Authentication (2FA) is not set up correctly for a user, you may see a warning icon in the first column of the 2FA table.
These warnings highlight issues that need to be resolved before 2FA can work properly. This article explains what the warnings mean and how to solve them.
Click on the warning icon to see description of the warning.
Types of warnings
User does not have a valid phone number
If you see this warning, it means the phone number in the user’s profile is missing or invalid. This can happen if:
The phone number was entered incorrectly (e.g., a typo or missing digits).
The number is in the wrong format (missing country code, extra spaces, or symbols).
The phone number is no longer active or has been changed.
The field was left empty when the profile was created.
To fix this warning:
Go to the user’s profile settings. You can click the hyperlink in the last column of the table to go there directly.
Go to the "Profile settings" tab and edit their phone number.
Click SAVE to confirm the changes.
User does not have a compatible mobile app version
This warning appears if the user is running an older version of the Manager app that does not support 2FA.
How to fix it:
The user needs to update the Manager app to the minimum supported version:
Android: version 4.4.4 or higher
iOS: version 4.6.1 or higher
After updating, 2FA will work correctly and the warning will disappear.