Don’t worry—this happens sometimes and is usually quick to fix. The QR code is used to link your authenticator app (on your smartphone) to your account. If scanning doesn’t work, try the steps below one by one.

Make the QR code larger on your screen
Zoom your browser (e.g., 125% to 200%). A larger QR code is much easier to scan.

Increase screen brightness and avoid reflections
Especially on laptops, glare or a dim screen can prevent your camera from reading the QR code properly.

Use the correct function in your authenticator app
Open your authenticator app and choose Add account / the + icon, then Scan QR code.
(Scanning with your regular camera app usually doesn’t work; you need to scan from within the authenticator app.)

Check camera access (permission)
If your smartphone asks for camera access for the authenticator app, select Allow.
On iPhone/Android you can also change this later via Settings → Apps → (Authenticator) → Camera.

Hold your phone steady and at the right distance
Too close or too far can make scanning difficult. Move slowly until the QR code is sharp.

Still can’t scan? Choose “Unable to scan?”
On the MFA screen there is usually a link “Unable to scan?”. This lets you set up MFA manually.
You will then receive a code/key that you can enter in your authenticator app via Manual entry or Enter setup key.

You can scan, but the code is rejected (“invalid code”)
This is often caused by an incorrect time setting on your smartphone (MFA codes are time-based).
Check the following:

• Set Date & time on your smartphone to Automatic

• Try again with a fresh code (the 6 digits change every few seconds)

You just activated MFA but don’t see a new QR code yet
Sometimes it takes a few minutes for the MFA setup screen to appear. Log in again after a few minutes and try again.

Still stuck?
Contact support@connecting-expertise.com and share:

• which device you’re using (iPhone/Android + model if you know it)

• which authenticator app you’re using

• what’s going wrong (e.g., “QR code won’t scan” or “code is invalid”) and, if possible, a screenshot of the error message