"Problem Verifying Your Identity" Error When Logging In to Sales/Service with Multi-Factor Authentication (MFA)

This article explains how to resolve the "Problem Verifying Your Identity" error that appears during MFA login, which occurs because the "High Assurance" Session Security Level required by the user's Profile has not been mapped to Multi-Factor Authentication (MFA) in the organization's Session Settings. A System Administrator or Organization Administrator can fix this mismatch using either of the two options below.

Option 1: Define MFA as "High Assurance" in the Organization's Session Settings

1. Navigate to Salesforce Setup.
2. In the Quick Find box, type Session and select Session Settings.
3. In the Session Security Levels section, move Multi-Factor Authentication to the High Assurance column and click Save.

Option 2: Remove the "High Assurance" Requirement from the User Profile

1. Navigate to Salesforce Setup.
2. In the Quick Find box, type Profiles and select Profiles.
3. Select the name of the target profile and click Edit.
4. In the Session Settings section, change the Session Security Level Required at Login to None and click Save.

No Administrator Available?

If there is no user in your organization (such as a System Administrator) who can make the above configuration changes, log a support case and contact the Support Team.