MFA code not received, delayed, or expired: use backup codes and recover access

Use this guide when a myKaarma multi-factor authentication (MFA) code is missing, delayed, expired, or unavailable and you need another secure way to sign in.

Identify the MFA Prompt

Start by identifying the type of verification being requested. The available recovery options depend on the prompt you see.

Security reminder: Never share an active one-time MFA code in a support ticket, email, shared document, or group chat. MFA codes are user-specific and should never be shared or used by another person.

Email or Text Codes

If you're waiting for a code by email or text:

1. Confirm that the email address or mobile number displayed on the screen is correct and accessible. 
2. Wait 30–60 seconds before requesting another code. Always use the newest code received. 
3. Email and text MFA codes expire after 5 minutes. 
4. If the code expires, select Resend Code and wait for the new code before trying again.

Tip: Avoid requesting multiple codes in quick succession. A delayed code may arrive after it has already expired, making it difficult to determine which code is current.

If an Email Code Doesn't Arrive

Check the following before requesting additional assistance:

• Check your Inbox, Spam, Junk, All Mail, and any available quarantine folders. 
• Search your mailbox for messages from accounts@mykaarma.com. 
• Review any mailbox rules that may be moving or deleting automated emails. 
• Ask your dealership's IT team to check email-security filtering if the message isn't reaching your mailbox or quarantine.

Note: Replies to accounts@mykaarma.com are not monitored.

Try Another Verification Method

When Try Another Method is available during sign-in, you can switch from authenticator app MFA to an available email or text verification method.

If text verification isn't available, confirm that a mobile number is registered and verified in your myKaarma profile. If you can't sign in to check this yourself, ask an authorized dealership administrator to verify the email address and mobile number associated with your account.

The refund workflow may provide different verification methods from regular sign-in. Follow the options displayed on the refund screen.

Temporary Backup Codes

If you're unable to use your normal MFA method, an authorized dealership administrator can provide a Temporary Backup Code for your account.

The administrator should:

1. Go to Settings » Users » Manage Users.
2. Select the affected user.
3. Scroll to Multifactor Authenticator.
4. Provide one available Temporary Backup Code.
5. If a new set is required, select Generate Code.

Keep in mind:

1. Backup codes are specific to an individual user.
2. Each code can only be used once.
3. Codes should be stored and shared securely.
4. Never use a backup code generated for another user.

During an Email Provider Outage

If email delivery is experiencing an outage or significant delay:

1. Check the myKaarma Status Page and your email provider's official status information.
2. Use another available verification method, such as text, authenticator app, or a backup code.
3. Avoid repeatedly requesting email codes while delivery is delayed.

When to Contact myKaarma Support

Contact myKaarma Support if:

• An authorized administrator cannot correct the user's contact information.
• All configured MFA methods are unavailable.
• A backup code fails when used by the correct user.
• The MFA prompt you're seeing does not match any of the scenarios covered above.

When contacting Support, describe the MFA method you're attempting to use and what happens when you try it. Do not include an active MFA or backup code.

Related articles

• Smarter, more secure login with flexible MFA options
• myKaarma multi-factor authentication (MFA)
• Add, remove, and manage users