Salesforce Authenticator Troubleshooting

Push notifications are delayed or not occurring.

• Make sure that notifications are allowed for Salesforce Authenticator.

  iOS Users

  Android Users

  To check whether you allow push notifications, in the Salesforce Authenticator app, tap the Settings icon (). Your notification status is displayed under Push Notifications. To turn on push notifications, tap Change in Settings. Salesforce Authenticator redirects you to your device’s Notifications settings for Authenticator. In your device settings, turn on Allow Notifications. To get notifications even when you’re using Focus settings, such as Do Not Disturb, Work, or Sleep, turn on Time Sensitive Notifications in your device’s Notifications settings for Authenticator. This setting overrides any notification settings for a specific Focus. For more help, see Apple Support: Change notification settings on iPhone .

  To check whether you allow push notifications, in the Salesforce Authenticator app, tap the Settings icon (). Your notification status is displayed under Push Notifications. To turn on push notifications, tap Change in Settings. Salesforce Authenticator redirects you to your device’s Notifications settings for Authenticator. In your device settings, turn on notifications for Salesforce Authenticator. To make sure that you don’t miss verification requests, Salesforce Authenticator sends notifications even when you’re in Focus mode. For more help, see Google Support: Control notifications on Android.

• Check your phone’s network connection. Slow Wi-Fi or cellular connections affect the speed of push notifications.
• If you don’t receive a push notification, use the app’s time-based one-time passwords (TOTP) feature to complete the verification. See Use TOTP Codes When Push Notifications Are Unavailable in Salesforce Authenticator.

I have a new device or I reinstalled the app.

We recommend backing up your accounts in Salesforce Authenticator. That way, if you change your device, your device gets lost or stolen, or if you uninstall and reinstall the app, you’re able to recover your accounts. For help with backing up and transferring your accounts, see these resources.

• Back Up Your Connected Accounts in the Salesforce Authenticator Mobile App
• Restore Connected Accounts in the Salesforce Authenticator Mobile App
• Troubleshoot Issues With Transferring Your Accounts in Salesforce Authenticator

I can’t log in or I’m having trouble with my password.

It’s easy to confuse Authenticator’s functionality with your password because both are involved in the login process. As an identity verification method, Authenticator adds a layer of security in case your password is stolen, but the app doesn’t store or control your password.

For help with general login issues, such as a forgotten password, see Troubleshoot Login Issues. If you still can’t log in, contact your Salesforce administrator. If that doesn’t work, contact Salesforce Customer Support.