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Setting Up Multi-Factor Authentication (MFA)

Updated

Multi-factor authentication (MFA) adds an extra layer of security to your Blue J account by requiring a verification code from your device when you log in.

This guide walks you through how to set it up and what to do if something doesn't work.

Before you begin

To set up MFA, you'll need:

  • A smartphone
  • An authenticator app, such as:
    • Microsoft Authenticator
    • Google Authenticator

These apps generate a 6-digit verification code used to log in.

Important:

  • You do not need to sign in to a Microsoft or Google account in the authenticator app.
  • If prompted to sign in, you can skip that step.

Set up MFA

1. Download an authenticator app

Install one of the following on your phone:

  • Microsoft Authenticator
  • Google Authenticator

2. Log in to Blue J

  1. Enter your email and password.
  2. If MFA is required, you'll be prompted to set it up.
  3. A QR code will appear on your screen.

Don't see a QR code?

Your MFA may need to be reset. Contact support@bluej.com.

3. Scan the QR code

  1. Open your authenticator app.
  2. Use the app's built-in QR code scanner (not your phone's camera).
  3. Scan the QR code displayed on your screen.

4. Enter the verification code

  1. Your authenticator app will generate a 6-digit verification code.
  2. Enter the current code to complete setup.

Once setup is complete, you'll use a new verification code from the authenticator app each time you log in.

Log in with MFA

Each time you log in:

  1. Enter your email and password.
  2. Open your authenticator app.
  3. Enter the current 6-digit verification code.

Important: Only have one Blue J tab open while logging in. Multiple tabs can cause verification codes to fail.

Quick fixes

If you're having trouble setting up or using MFA, try one of these solutions first:

  • No QR code? Contact Support to reset MFA.
  • Code not working? Close extra Blue J tabs, wait for a new verification code, and make sure your device's date and time are set automatically.
  • QR code stays on the screen after entering a code? Your device's date and time may be out of sync. See the troubleshooting steps below.

Troubleshooting

QR code does not appear

Your MFA may need to be reset.

Contact support@bluej.com, then log in again after the reset to complete setup.

QR code won't scan

Try the following:

  • Use the scanner inside your authenticator app (not your phone's camera).
  • Adjust your screen brightness.
  • Move your phone closer to or farther away from the screen.

The QR code remains on the screen after entering a verification code

If you scan the QR code with your authenticator app and enter a verification code, but the QR code remains on the screen instead of completing setup, your device's date and time settings may be out of sync.

Authenticator apps rely on your device's clock to generate valid verification codes. If your device's time is incorrect, MFA setup may not complete successfully.

Android

  1. Open Settings → System → Date & Time.
  2. Turn Set time automatically off and back on (or enable it if it's disabled).
  3. Turn on Use network-provided time zone.
  4. Restart your device.

iPhone

  1. Open Settings → General → Date & Time.
  2. Turn Set Automatically off and back on (or enable it if it's disabled).
  3. Restart your device.

After restarting your device:

  1. Return to Blue J.
  2. Scan the QR code again.
  3. Enter the newly generated verification code from your authenticator app.

If you're still unable to complete setup, contact support@bluej.com.

Code is not working

If your verification code isn't being accepted, try the following:

  • Make sure you're entering the current verification code. Codes refresh approximately every 30 seconds.
  • If a code is about to expire, wait for a new code to appear before entering it.
  • Ensure only one Blue J tab is open while logging in.

Still not working?

Authenticator apps depend on your device's clock to generate valid verification codes. If your device's date or time is incorrect, your verification code may be rejected.

Android

  1. Open Settings → System → Date & Time.
  2. Turn Set time automatically off and back on (or enable it if it's disabled).
  3. Turn on Use network-provided time zone.
  4. Restart your device.

iPhone

  1. Open Settings → General → Date & Time.
  2. Turn Set Automatically off and back on (or enable it if it's disabled).
  3. Restart your device.

After restarting your device, open your authenticator app and enter the newly generated verification code.

If the issue continues, contact support@bluej.com.

Not receiving a verification code?

Blue J does not send verification codes by email or text message.

Verification codes are generated by an authenticator app installed on your phone.

What to do

  • Open your authenticator app to find your current 6-digit verification code.
  • Enter the current code when prompted.

If you haven't set up MFA yet:

  • You should see a QR code after logging in.
  • Follow the setup instructions above to connect your authenticator app.

If you don't see a QR code, contact support@bluej.com.

Need to change or reset MFA on your device?

If you're switching devices—for example, moving from a personal phone to a work phone—or you've lost access to your authenticator app, you'll need to reset your MFA setup.

Blue J does not currently allow users to change or remove their MFA device themselves.

What to do

Contact support@bluej.com and request an MFA reset.

Once your MFA has been reset:

  1. Log in to Blue J.
  2. Complete the MFA setup again.
  3. Scan the QR code using your new device.

Common issues

Common causes of MFA setup problems include:

  • Signing into a Microsoft or Google account within the authenticator app.
  • Using your phone's camera instead of the authenticator app's built-in scanner.
  • Expecting a verification code by email or text message.
  • Having multiple Blue J tabs open while logging in.
  • Deleting your authenticator app before resetting MFA.
  • Your device's date and time not being set automatically.

Tips for a smooth setup

  • Keep your phone nearby when logging in.
  • Enter verification codes before they expire.
  • Keep only one Blue J tab open while logging in.
  • Ensure your device's date and time are set automatically, as incorrect settings can prevent verification codes from working.

Key takeaway

Multi-factor authentication helps protect your Blue J account and is required for some users.

Most MFA setup and login issues can be resolved by:

  • Using an authenticator app (not email or text messages).
  • Keeping only one Blue J tab open while logging in.
  • Waiting for a fresh verification code if the current one is about to expire.
  • Ensuring your device's date and time are set automatically.
  • Contacting support@bluej.com if your MFA needs to be reset.

 

Step-by-step video guides

If you prefer to follow along visually, use the guides below:

Still need help?

Contact support@bluej.com and include:

  • A screenshot of what you're seeing.
  • The device you're using.
  • Your web browser.
  • A brief description of the issue.

We'll be happy to help you get back into your account.

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