FACTS SIS: Troubleshooting Two-Factor Authentication (MFA)

Overview

FACTS SIS requires two-factor authentication (MFA) to protect staff accounts. When you log in, FACTS will ask you to verify your identity using either a verification code emailed to your work address or a code from an authenticator app (such as Google Authenticator or Microsoft Authenticator).

These are FACTS-specific codes — separate from the Microsoft Authenticator codes you use for your @redlandschristian.org M365 account.

Issue: My Authenticator App Is Not Showing a FACTS Code

This is the most common MFA issue staff report. FACTS says to check your authenticator app, but no code appears.

Why this happens: Your authenticator app has not been linked to your FACTS account yet — or that link was broken when your password was reset. Your app may show codes for Microsoft or Google, but until you scan the FACTS QR code, it will never show a FACTS code.

Step 1 — Use Email Verification to Log In Right Now

You do not need the authenticator app to get in. FACTS provides an email fallback on every MFA prompt.

1. On the MFA screen, click "Use another method" or "Send code to my email" (exact wording may vary).
2. Check your @redlandschristian.org work inbox for the verification code. Check Junk/Spam if it does not arrive within a minute.
3. Enter the code and complete your login.

Note: If your email code is not arriving, your FACTS profile may have a personal email address listed first. Contact Betty Crocker (bcrocker@redlandschristian.org) — she can correct the email order in your profile.

Step 2 — Re-Enroll Your Authenticator App (Optional but Recommended)

Once you are logged in, follow these steps to link an authenticator app to FACTS so it works going forward:

1. In FACTS SIS, click your profile/account icon in the top-right corner.
2. Go to Account Settings → Security (or Two-Factor Authentication).
3. Select Set Up Authenticator App. FACTS will display a QR code.
4. Open your authenticator app (Google Authenticator, Microsoft Authenticator, etc.) on your phone.
5. Tap Add Account → Scan QR Code, then scan the code on screen.
6. Enter the 6-digit code your app now displays to confirm the link.
7. Save your backup recovery codes — store them somewhere safe in case you ever lose your phone.

After this, FACTS will show codes in your authenticator app every time you log in.

Issue: No MFA Code Arriving in My Email

If FACTS sends a verification code to your email but nothing arrives:

• Check Junk/Spam in Outlook — codes can occasionally be filtered.
• Check that your work email is listed first in your FACTS profile. If a personal email (Gmail, Yahoo, etc.) is in the first position, FACTS sends the code there instead. Contact Betty Crocker to fix the email order.
• Wait up to 2 minutes — email delivery can be slightly delayed.
• If codes consistently do not arrive, contact IT at smojica@redlandschristian.org or submit a Zendesk ticket.

Issue: FACTS Asks for MFA Every Time I Log In

By default, FACTS requires MFA on every new browser session. To reduce how often you are prompted:

• When completing the MFA step, check the box labeled "Remember this device" or "Don't ask again on this device" (if shown). This typically extends the trust period to 30 days on that specific browser/device.
• If you log in from a different browser, computer, or clear your browser cookies, FACTS will prompt for MFA again — this is expected and by design.
• If you were asked twice in the same session, you may have been accessing two separate FACTS modules (e.g., FACTS SIS and FACTS Family Portal) — each may have its own session.

Quick Reference

Additional Resources

• FACTS SIS Multi-Factor Authentication Login Process (Official PDF Guide)
• FACTS Troubleshooting Guide (PDF)
• FACTS Help & Support

Last updated: April 2026 • Questions? Contact IT at smojica@redlandschristian.org or submit a Zendesk ticket.