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MFA (Multi-Factor Authentication) Troubleshooting Guide

MFA (Multi-Factor Authentication) Troubleshooting Guide Overview for the internal I.T team before reaching out to Xeople Support: If you are experiencing issues accessing your account due to MFA (Multi-Factor Authentication) failures, please follow the troubleshooting steps below. These checks address the most common causes of MFA issues, which are typically related to corporate device or network security settings rather than the MFA service itself.


Prerequisite Checklist

1. Domain Whitelisting

Ensure the following domains are whitelisted in your organisation’s firewall, proxy, and web filtering tools:

  • mfa.entireonhire.com
  • developers-mfa.entireonhire.com

2. Endpoint Security / Antivirus SSL Inspection

If you use endpoint security software (e.g., McAfee, Cisco Umbrella, Zscaler, Netskope, Forcepoint, etc.):

  • Disable SSL/HTTPS inspection for these domains, or
  • Add the domains above to your security tools’ trusted/exclusion list

Note: Endpoint security tools can block MFA traffic even when accessed via a mobile hotspot or home internet connection.

3. Device vs. Network Testing

Test MFA access from each of the following scenarios and note the outcome for support:

  • Company laptop on office network
  • Company laptop on a personal mobile hotspot
  • Personal device (phone/laptop) on mobile data

If MFA works on a personal device but not on a company-issued device, this likely points to a company security configuration issue.

4. MDM-Managed Mobile Devices

If your company manages devices via MDM (Mobile Device Management), check if security agents (e.g., Cisco Umbrella, Zscaler) are installed, as these can enforce security policies and interfere with MFA regardless of network.

5. Browser & Cookie Settings

  • Ensure cookies are enabled in your browser
  • Confirm your browser is not blocking third-party cookies for the above domains
  • Keep your browser up to date (Chrome and Edge are recommended)
What to Provide to Support

If the issue continues after completing all checks, please provide the following with your support ticket:

  • A screenshot of the error message
  • Browser console errors (F12 → Console tab)
  • Details of tested device and network combinations
  • Name of any endpoint security/antivirus software installed

Most MFA access issues are resolved by updating security and network settings on managed devices. Completing these checks helps support quickly identify and resolve the root cause, ensuring minimal disruption to your workflow.