Fixing "Invalid Code" Errors After an MFA Reset

If you have recently reset your Multi-Factor Authentication (MFA) or switched to a new phone, you may encounter an "Invalid Code" error even if you are typing the 6-digit number correctly. This is usually caused by your authenticator app retaining an old, expired "token" alongside the new one.

The "Ghost Token" Issue Most authenticator apps (Google, Microsoft, Authy) do not automatically delete old accounts when you scan a new QR code. If you see two entries labeled "Payrix" or "Worldpay," your app may be displaying the code for the old, deactivated setup.

Steps to Resolve

1. Identify Duplicates: Open your authenticator app. Look for multiple entries with the same name.

2. Delete the Old Entry: Swipe left (iOS) or long-press (Android) on the older entry and select Delete/Remove.

3. Rename the New Entry: To avoid confusion in the future, tap the "Edit" icon on your active token and rename it to something unique, such as "Payrix - [Today's Date]".

4. Synchronize Time: If you only see one entry and it still fails, go to your app Settings > Time Correction for Codes > Sync Now. TOTP codes are time-sensitive and will fail if your phone's clock is off by even 30 seconds.

When to Contact Support If you have cleared your duplicates and synced your time but still cannot log in, a "Hard Reset" of your security profile may be required by a Payrix administrator.