Problem
One of our admins had issues logging in to our Jira with 2FA, I have reset his 2FA auth settings, he gets a screen with QR code to enable 2FA again. But, on entering code he gets “Two factor authentication failed” error.
Could you please help on this? This is happening in both testing and production instance for his account.
Note:
For other users, re-enabling 2FA works fine. We even tried for my account, I am able to enable 2FA.
Solution
Because our 2FA plugin utilizes the Time-based One-Time Password (TOTP) algorithm, the authentication process requires precise time synchronization between all systems.
Please ensure that the system time on both the Jira instance and the affected authentication device (where the authenticator app, such as Google Authenticator or Microsoft Authenticator, is installed) is accurately synchronized to the exact minute and second. If you identify any discrepancies, please ask the user to perform a time sync and let us know if this resolves the issue.