Push Received — Accept / Deny Works Normally
You receive the push notification and the Accept / Deny buttons respond as expected.
| Question / Check | Yes | No | What to do |
|---|---|---|---|
| Did you receive the push notification on your device? | ✓ | Proceed to next step | |
| Did you tap Accept or Deny? | ✓ | Tap Accept to approve or Deny to reject | |
| Did the MFA step complete successfully? | ✓ | All done – authentication complete |
Push Received — Accept Not Responding (API Failure)
You receive the push notification but tapping Accept has no effect. This is typically caused by a temporary API failure.
| Question / Check | Yes | No | What to do |
|---|---|---|---|
| Did you receive the push notification? | ✓ | Proceed to next step | |
| Did Accept respond when tapped? | ✓ | Likely an API failure – retry | |
| Did you resend the push notification and try again? | ✓ | Retry login to resend | |
| Did it work on the second attempt? | ✓ | Issue resolved | |
| Is the issue still happening after multiple retries? | ✓ | Share app logs with the developer |
Push Received — Not Visible in App, Check Pending Tab
You received the push notification but it is no longer visible, or it does not appear inside the Authenticator app.
| Question / Check | Yes | No | What to do |
|---|---|---|---|
| Is the request visible inside the Authenticator app? | ✓ | Inside the app and go to the Pending tab | |
| Is the request listed under Pending? | ✓ | Tap Accept or Deny to complete MFA | |
| Is the request visible at all? | ✓ | Pull down on the Pending tab to refresh | |
| Is the request still not visible after refreshing? | ✓ | Proceed to Scenario 4 to check connectivity |
Push Notification Not Received — Connectivity & Permissions
No push notification arrived on your device.
| Question / Check | Yes | No | What to do |
|---|---|---|---|
| Did you receive any push notification? | ✓ | Begin checks below | |
| Is your internet connection active? (WiFi or mobile data) | ✓ | Enable WiFi or mobile data and disable Airplane Mode | |
| Are notifications enabled for the Authenticator app in device settings? | ✓ | iOS: Settings > Notifications > miniOrange Authenticator > Allow
Android: Settings > Apps > miniOrange Authenticator > Notifications > Allow |
|
| Is Focus, Do Not Disturb, or Battery Saver mode currently ON? | ✓ | Disable it or add miniOrange Authenticator as an allowed exception | |
| (iOS only) Is Background App Refresh enabled for the Authenticator app? | ✓ | Settings > General > Background App Refresh > Enable for miniOrange Authenticator (WiFi & Mobile Data) | |
| Is the notification still not arriving after all checks? | ✓ | Escalate to admin (Check Scenario 5) |
Admin — Verify Request Status in MFA Report
Admin should check the MFA Report.
| Question / Check | Yes | No | What to do |
|---|---|---|---|
| MFA Report shows status: Success | ✓ | Request was approved – no further action needed | |
| MFA Report shows status: Denied | ✓ | User rejected the request – ask them to retry | |
| MFA Report shows status: Delivered | ✓ | Notification was sent but not yet received on the device | |
| MFA Report shows status: Received | ✓ | Request is in the app Pending tab, waiting for user action |
Last Resort — Reconfigure the affected account
If all previous steps have been completed and the issue still persists, the user account must be reconfigured in the miniOrange Authenticator app.
Admin — Reset User MFA
Users can request their respective admin to reset their MFA to login with password again.
