MFA not working

[cmlarington]

I have users who try scanning the QR code when setting up MFA on their Concur accounts but are not able to scan the code.  They are both using iPhone 17 and the Microsoft Authenticator for this.  Is anyone else having this problem?

[cjmarimo]

Hello @cmlarington ,

Possible Causes and Solutions

1. Use the Manual Setup Option Instead of the QR Code

SAP Concur's official documentation states that if a user is unable to scan the QR code during the 2FA/MFA enrollment process, they can use the "Set up manually with a key" option and enter the key manually into Microsoft Authenticator.

Steps:

1. On the Concur MFA setup screen, select Set up manually with a key.

2. Copy the provided key.

3. In Microsoft Authenticator:

      Add Account

      Other Account

     Enter code manually

4. Enter the key and use the generated 6-digit authentication code.

(Reference: Enrollment Process without Email Requirement Using a Manual Key | SAP Help Portal)

1. Reset the MFA Enrollment

If the users had previously configured MFA or have recently changed devices, it may be necessary to perform a 2FA Reset:

User-Initiated Reset performed by the user. (Reference: User-initiated Reset for 2FA | SAP Help Portal)

Administrator Reset performed by a Concur Administrator. (Reference: User-initiated Reset for 2FA | SAP Help Portal)

1. Verify Microsoft Authenticator

1. The following troubleshooting steps may help:

2. Update Microsoft Authenticator to the latest version.

3. Restart the phone.

4. Remove the SAP Concur account from Microsoft Authenticator.

5. Complete the MFA enrollment process again from the beginning.