Set up and Troubleshoot Multi-Factor Authentication (MFA)

Before you begin

You’ll need a smartphone and a downloaded authenticator app (such as Microsoft Authenticator or Google Authenticator). You do not need to sign in to a Microsoft or Google account inside the authenticator app; you can skip that prompt.

Set up MFA

1. Install Microsoft Authenticator or Google Authenticator on your phone.
2. Log in to Blue J with your email address and password. When the setup QR code appears, keep it open.
3. Open the authenticator app and choose the option to add an account.
4. Use the scanner inside the authenticator app to scan the QR code. Do not use your phone’s regular camera.
5. Find the current six-digit code for Blue J in the authenticator app and enter it in Blue J to complete setup.

Keep only one Blue J tab open during setup. If the QR code does not appear and you do not already have a Blue J code in an authenticator app, you may need an MFA reset from Blue J Support.

Log in with MFA

Your code is generated by the authenticator app connected to your Blue J account.

1. Enter your Blue J email address and password.
2. Open your preferred authenticator app on your phone. This would be the app that was used to initially set up MFA. 
3. Find the entry for Blue J.
4. Enter the current six-digit verification code in Blue J.

Codes refresh approximately every 30 seconds. If a code is about to expire, wait for the next code. Keep only one Blue J tab open while logging in.

Troubleshoot a verification code that fails

1. Make sure you’re using the current code from the Blue J entry in your authenticator app.
2. If the code is about to expire, wait for the next code. Codes refresh approximately every 30 seconds.
3. Close extra Blue J tabs so only one remains open.
4. Confirm that your phone’s date, time, and time zone are set automatically.
5. Restart your phone and try a newly generated code.

If the code still does not work, contact Blue J Support. You may need an MFA reset.

Where Blue J verification codes come from

Blue J does not send MFA verification codes by email or text message. Open the authenticator app on your phone to find the code.

1. Open Microsoft Authenticator or Google Authenticator.
2. Find the entry for your Blue J account.
3. Enter the current six-digit code displayed in the app.

If you have not connected Blue J to an authenticator app, log in to Blue J and scan the QR code shown during setup. If no QR code appears and you have no existing Blue J code, contact Blue J Support for help.

Scan the setup QR code

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

Check your phone’s date and time

Your phone’s clock may be out of sync. Authenticator apps rely on the device’s clock to generate valid verification codes.

Android

1. Open Settings → System → Date & Time.
2. Enable Set time automatically, or turn it off and back on.
3. Turn on Use network-provided time zone.
4. Restart your phone.

iPhone

1. Open Settings → General → Date & Time.
2. Enable Set Automatically, or turn it off and back on.
3. Restart your phone.

Try setup again

1. Return to Blue J and make sure only one Blue J tab is open.
2. Scan the setup QR code again.
3. Enter a newly generated verification code.

If setup still does not complete, contact Blue J Support.

When an MFA reset is needed

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

• You lost or replaced the phone connected to your Blue J account.
• You deleted the authenticator app or the Blue J entry.
• You no longer have access to your verification codes.
• No QR code appears during login and you do not have an existing Blue J code saved in an authenticator app.
• Your codes still do not work after completing the troubleshooting steps.

Contact Blue J Support and explain that you need help accessing your account or resetting MFA.