When a token associated with a Multi-Factor Authentication (MFA) enabled credential expires, the credential status in the dashboard will display as MULTI_FACTOR_AUTHENTICATION_REFRESH_REQUIRED.
This status indicates that the system can no longer authenticate using the stored credentials, and a manual refresh is required. The customer must re-authenticate by updating the credential in the dashboard. Once reauthentication is completed, including the entry of a valid One-Time Passcode (OTP), the automation process will resume and successfully log in to retrieve billing data.
Resolution:
To resolve this issue and resume automated data retrieval, follow these steps:
- Log in to the dashboard and locate the affected credential.
- Click the “Retry MFA Verification” button.
- Re-enter their username and password, then click Submit.
- The system will prompt for a One-Time Passcode (OTP) as part of the MFA process.
- After successfully entering the OTP, the token will be refreshed.
- Automation will then be able to log in and fetch the billing data as expected.