Applicable Packages
All Kumo™ packages


Purpose / Overview
This article explains why your MFA QR code may no longer appear and provides steps to reset it so you can rescan and reconnect your Authenticator app successfully


Prerequisites
✅You have access to someone with Employee page > Employees Listing access


Step-by-Step Instructions

Step 1: Understand why the QR code is not showing

The QR code is not displayed because it has already been scanned and linked to a device. To scan it again, MFA (Multi-Factor Authentication) must be reset.

Step 2: Option 1 – Reset via Employee Page 

  • Get in touch with a user who has already logged in and has access to the system
  • Navigate to Employee Page > Employee Listing tab
  • Locate your username row
  • Click the Reset button under the MFA column
  • Once reset, return to the login page
  • The QR code will now reappear for you to scan again using your Authenticator app

Step 3: Option 2 – Reset via Forgot Password

  • Go to the login page
  • Click Forgot Password > input your username and you will receive the email for the temporary password
  • After login with the temporary password, the MFA QR code will be shown again during login
  • Scan the QR code using your Authenticator app

✅ Expected Outcome

After completing either option, the MFA QR code will be regenerated, allowing you to successfully rescan and link your device again.

❓Troubleshooting / FAQs 

Q: Why is my QR code not appearing?
A: It has already been scanned and linked to a previous device.

Q: Can I use both options?
A: Yes, either option will reset your MFA and regenerate the QR code.


Additional Notes / Tips
- Do not remove or uninstall your Authenticator App, as it is required every time you log in to generate a 6-digit verification code. This is not a one-time setup process.

- Do not delete the previously scanned QR entry from your Authenticator App unless instructed, as it will be needed for ongoing login verification.

- Ensure your Authenticator App remains active and properly synced to avoid login issues.




The contents of this page may be updated at any time without prior notice. Kumo™ assumes no responsibility for any losses or damages arising from the use of this information.