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Multi-Factor Authentication (MFA) in Sales and Service: Verification Code Email Not Received When Adding New Verification Method

Date de publication: Nov 21, 2025
Description

Multi-Factor Authentication (MFA) requires you to provide two or more forms of verification when logging in to Salesforce, such as a password plus a code from an app or a security key. This article explains why the Identity Verification code is not sent to your email address when adding a new MFA verification method in Agentforce Sales (formerly Sales Cloud) and Agentforce Service (formerly Service Cloud), and how to use your existing, connected method to complete the verification. This is expected behavior when a stronger verification method, such as Salesforce Authenticator, is already connected.

Scenario: You are logged into Agentforce Sales or Agentforce Service and want to add a security key as a backup verification method. You click to add the new method, but instead of receiving an email with a verification code, you see a prompt to approve the request through the Salesforce Authenticator app.

Résolution

This article answers the question: why isn't a verification code arriving by email when adding a new Multi-Factor Authentication (MFA) method in Agentforce Sales or Agentforce Service, and what should you do instead? This is expected behavior in Salesforce: when a stronger verification method, such as Salesforce Authenticator, is already connected to your account, the identity verification code is not sent to your email address. The existing, stronger verification method is used preferentially over email.

Resolution Steps

  1. Do not wait for an email code — none will be sent while a stronger method is already connected.

  2. Instead, complete Identity Verification using the existing, connected verification method (for example, Salesforce Authenticator) that is displayed on the screen.

Example

For example, if you try to register a security key as an additional verification method while Salesforce Authenticator is already connected, Salesforce completes the identity verification by asking you to approve the request within the Authenticator app — not by emailing you a code.

Numéro d’article de la base de connaissances

000395169

 
Chargement
Salesforce Help | Article