Summary

This article provides troubleshooting steps for the most common issues reported for Mobile App Verification when logging into your Empower Personal Dashboard.

Issues

My QR Code Timed out

Click the "x" widget in the upper-right corner to close the Qr code window:

Then click on "Register" again to create a new QR code:

I don't have access to my registered device anymore

To register a new device, please perform the following steps:

1. Authenticate your login by selecting either the Text my phone or Call my phone option from the Empower Personal Dashboard login screen:
   
2. Once logged in to your dashboard, you will need to remove the authorization for the old device
3. Then register a new device by logging into the Empower Personal Dashboard application from that device
4. Once logged into Empower Personal Dashboard on the new device, enable Mobile App Verification on that device

I am planning on changing devices- how can I avoid interruptions?

Log in and remove the authorization for the old device first, then add the new device.

I am not seeing my code / I am not able to approve the Push Notification

If you have recently uninstalled and reinstalled the mobile app on the same device, you will need to authenticate using a code sent via call or text first.

If you still do not get your code the next time you sign in after authenticating your device successfully, you may need to remove the authorization for the device and set it up anew. Be sure to note down your new recovery codes.

Can I have more than one device registered for verification?

No. Currently only one device can be registered per user. If you have an additional user added to your dashboard, they will be able to set up their own device authentication, but each individual user can only have one device registered for verification.

I lost my recovery codes

You can still authenticate using the Text my phone or Call my phone options to receive a code, but you will need to remove authorization for that device and re-enable Mobile App Verification (see the "I don't have access to my registered device anymore" section above). Make sure you save your recovery codes!