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Setting Up and Troubleshooting 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 when you log in.

This guide explains how to set up MFA, where to find your verification code, and how to resolve common issues.

Before you begin

To set up MFA, you’ll need:

  • A smartphone
  • Microsoft Authenticator or Google Authenticator

The authenticator app generates the 6-digit verification codes used to log in to Blue J.

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 apps on your phone:

  • Microsoft Authenticator
  • Google Authenticator

2. Log in to Blue J

  1. Enter your email address and password.
  2. When prompted to set up MFA, a QR code will appear.
  3. Keep the QR code open while completing the next steps.

3. Scan the QR code

  1. Open your authenticator app.
  2. Select the option to add an account.
  3. Use the scanner inside the authenticator app, not your phone’s regular camera, to scan the QR code.

4. Enter the verification code

  1. Find the 6-digit code generated by your authenticator app.
  2. Enter the current code in Blue J.
  3. Complete the setup process.

Your authenticator app will generate a new verification code each time you log in.

Log in with MFA

Each time you log in:

  1. Enter your Blue J email address and password.
  2. Open your authenticator app.
  3. Find the entry for Blue J.
  4. Enter the current 6-digit verification code.

Keep only one Blue J tab open while logging in. Having multiple tabs open can cause verification codes to fail.

Troubleshoot common MFA issues

The QR code won’t scan

Try the following:

  • Use the QR code scanner inside the authenticator app, not your phone’s camera.
  • Adjust your computer screen’s brightness.
  • Move your phone closer to or farther away from the screen.
  • Confirm that you selected the option to add or scan an account in the authenticator app.

The QR code remains on the screen after entering a code

Your phone’s date and time settings may be out of sync. Authenticator apps rely on your device’s clock to generate valid codes.

Android

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

iPhone

  1. Open Settings → General → Date & Time.
  2. Turn Set Automatically off and back on, or enable it if it’s currently disabled.
  3. Restart your phone.

After restarting your phone:

  1. Return to Blue J.
  2. Make sure only one Blue J tab is open.
  3. Scan the QR code again.
  4. Enter the newly generated verification code.

The verification code isn’t working

Try the following:

  • Make sure you’re entering the current code for your Blue J account.
  • Verification codes refresh approximately every 30 seconds. If a code is about to expire, wait for the next one.
  • Keep only one Blue J tab open.
  • Confirm that your phone’s date, time, and time zone are set automatically.
  • Restart your phone and try the newly generated code.

If the code still doesn’t work after completing these steps, you may need help from Blue J Support.

You aren’t receiving a verification code

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

Verification codes are generated by the authenticator app on your phone.

  • Open Microsoft Authenticator or Google Authenticator.
  • Find the entry for your Blue J account.
  • Enter the current 6-digit code displayed in the app.

If you haven’t connected Blue J to an authenticator app yet, log in to Blue J and scan the QR code shown during setup.

When a MFA reset is needed

A MFA reset requires help from Blue J Support. You may need a reset if:

  • The QR code does not appear when you log in, and you don't already have a code saved in an authenticator app. 
  • You lost or replaced the phone connected to your account.
  • You deleted your authenticator app or the Blue J entry.
  • You no longer have access to your verification codes.
  • Your codes still don’t work after completing the troubleshooting steps above.

Tips for a smooth MFA setup

  • Keep only one Blue J tab open.
  • Use the scanner inside your authenticator app.
  • Enter verification codes before they expire.
  • Set your phone’s date, time, and time zone automatically.
  • Do not delete your existing Blue J authenticator entry before requesting a reset when changing devices.
  • Do not expect verification codes by email or text message.

Step-by-step video guides

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