Overview
MFA (Multi-Factor Authentication) / two-factor codes for the client portal can be sent by email or SMS.
If a client is not receiving, or cannot use, their MFA code, it is usually due to:
A time delay between clicking Log In and the code arriving
Requesting multiple codes or using the wrong one in the browser
Using international phone numbers, which are not supported for SMS MFA
This article explains each of these and how to resolve them.
How MFA Codes Are Sent
When the client enters their credentials and clicks Log In, the system sends an MFA code:
By email, or
By SMS (UK mobile numbers only)
The client must then enter the latest MFA code they have received.
Common Issues and How to Fix Them
1. Time Delay
After the client clicks Log In, it can take a few minutes for the code to arrive.
Example
The client clicks Log In at 10:00
The code arrives at 10:05
The 10:05 code is the one they should use
💡 Tip
Ask the client to wait a few minutes and then check:
Email inbox and junk/spam folders, or
SMS messages on their phone
2. Browser Tabs and Using the Right Code
On a desktop browser, the client must keep the Client portal page open while waiting for the code.
If they:
Click Back in the browser, or
Click Log In again, or
Open a new tab and log in again
…the system generates a new code, and all previous codes become invalid.
What to do
Only click Log In once, then wait for the code
When multiple codes are received, always use the most recent one sent after the last Log In attempt
3. International Phone Numbers (SMS MFA)
⚠️ Important – SMS MFA and International Numbers
SMS MFA will not work for international phone numbers
SMS MFA only works for UK phone numbers
If the client has an international mobile number:
They will not receive MFA codes by SMS
The best solution is to use email to receive the verification code instead
Advise the client to:
Use the email option for their MFA codes, and
Ensure they can access the email address they provided to the firm
Still Need Help?
If clients are still unable to receive or use their MFA codes after checking:
Time delay
Browser/tab behaviour
International number restrictions
please raise a new support case and reference the MFA / Two-Factor code issue so the Support Team can review the specific login attempts and settings.