This article applies to customers and partners with an RSA Community, myRSA, and/or RSA Partner Portal account.
When attempting to reset my MFA authenticator(s) for my RSA account via the Authenticator Recovery page, I am getting an error message saying "Failed to Log In -- Unsuccessful authentication" after successfully entering my User ID, password, and validation code.
This error message will be displayed in the following two scenarios:
- The user has not yet configured an MFA authenticator for their account, or has deleted all of their configured authenticators.
- The user has configured more than one MFA authenticator.
Please follow the appropriate process below depending on your situation.
No Configured Authenticators
If you currently have no configured MFA authenticators for their account, then you should navigate to the Authenticator Enrollment page where you can set up an MFA authenticator.
Multiple Configured Authenticators
If you have more than one MFA authenticator configured, then you will need to follow the steps below to manage your authenticators.
- Navigate to the My Page interface and log in.
- Click on the My Authenticators button in the left navigation.
- Use one of your configured authenticators to complete the step-up authentication if applicable.
After completing the step-up authentication, you will see your configured authenticators and will be able to add new authenticators and/or delete existing authenticators.
If you are unable to reach the My Authenticators page (e.g., you no longer have access to any of your authenticators) then please contact RSA Support and request that they delete your configured authenticators. Once this occurs, you should navigate to the Authenticator Enrollment page where you can set up an MFA authenticator.
