How to fix a problem

Hi Maria, I'm Henry. The error you're seeing—"one of the authentication factors is failing" means your multi-factor authentication (MFA) method, like a code from an app or text message, is no longer properly linked to your client’s system.

This often happens if you've changed phones, reinstalled your authenticator app, or if the connection between your account and the client’s security system has expired.

Unfortunately, this isn’t something you can fix yourself. Only the IT administrator at your client’s company can reset or reconfigure your MFA since your guest account is fully managed by the client.

I recommend reaching out to their IT team and asking them to reset your MFA setup.