INSZoom MFA — Unable to Register a New Mobile Number

Issue Summary

A user attempting to enroll a new mobile number for Multi-Factor Authentication (MFA) is unable to complete registration. The enrollment process fails or does not finalize, preventing the user from logging in with the new device.

Symptoms

•      User adds a new mobile number for MFA enrollment, but the registration does not complete successfully.

•      Login attempts using the new number fail or the MFA prompt does not validate.

•      The issue may occur after a device change, phone number change, or MFA re-enrollment request.

Resolution

If the new mobile number cannot be registered directly, use the following workaround to restore access and complete enrollment:

Step 1: Re-register the old mobile number

1.   Go back into the MFA enrollment screen.

2.   Register the previous/old mobile number again (the one that was working before).

3.   Confirm the user can successfully log in to the application using the old number.

This step confirms that MFA and the login flow are otherwise functioning correctly, and isolates the issue to the new number enrollment specifically.

Step 2: Clear browser cache and cookies

4.   Clear the browser's cache and cookies completely.

5.   Close and reopen the browser to ensure no cached session data remains.

Step 3: Reset MFA enrollment

6.   Ask the Admin to reset their MFA enrollment. ( Go to Setup>>Subscription>>MFA>>Enrolled>>Click on Reset user)

7.   Confirm the MFA enrollment status shows as reset/cleared before proceeding.

Step 4: Register the new mobile number

8.   With cache cleared and MFA enrollment reset, attempt to register the new mobile number again.

9.   Registration should now complete successfully.

10. Confirm the user is able to log in without any issues using the new number.

Outcome

Following the steps above resolves the enrollment failure in most cases. The sequence of re-registering the old number first, clearing local browser data, and performing a full MFA enrollment reset removes any stale session/token conflicts that block new-device registration.

Recommended Preventive Notes

•      Advise users to clear browser cache/cookies before attempting an MFA number change, especially if a previous enrollment attempt failed.

•      If the issue recurs, capture browser console/network logs during the failed enrollment attempt for deeper root-cause analysis.

•      Consider documenting whether the MFA reset step requires admin/support intervention or is available as self-service, and note that explicitly for future reference.

This is what was achieved and what was omitted in this how-to.