Dear Rhonda,

Thank you for informing us of the issue you are experiencing. To better enable us to resolve the issue, please provide more information by updating this ticket via the link at the bottom of this message. If applicable, include the specific details about the page and any applicable error messages. Please keep in mind you must have your authenticator app open to receive and see the code in which it will ask you for. Please remember to clear any open browsers and close the authenticator app and restart the process again.

Sincerely,

The HUDHousingCounselors.hud.gov Support Team

Dear Novella,

Are you able to download the authenticator application on your phone or computer?

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

Support attempted to contact you and left a voicemail. Please be aware you will need to download the authenicator application to your phone or computer. If you job restricts you from doing so you will need to contact your IT department in order to get further assistance. Or may need to download it to your phone only for the purpose of getting the code or scanning the QR code. Support has reset your account which will allow 3 attempts to do so. If you are able to get this far once you click on "Set Up Application" under the TFA application which will generate the QR code needed to scan off your phone.  Please note you will be required to set up two factor authentication upon log in. Failure to do so will result in your account being locked again.

Below are two links to assist in setting up your two-factor log in. Support highly recommends downloading one of these applications on your mobile device.

About Microsoft Authenticator - Microsoft Support

Get verification codes with Google Authenticator - Android - Google Account Help

Get verification codes with Google Authenticator - iPhone & iPad - Google Account Help

Sincerely,

The HUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

1. The Configure mobile app page appears.
   
   
   

2. Open the Microsoft Authenticator app, select Add account from the Customize and control icon in the upper-right, and then select Work or school account.

   Note: If you receive a prompt asking whether to allow the app to access your camera (iOS) or to allow the app to take pictures and record video (Android). select Allow so the authenticator app can access your camera to take a picture of the QR code in the next step. If you don't allow the camera, you can still set up the authenticator app as described in Manually add an account to the app.

3. 

   Use your device's camera to scan the QR code from the Configure mobile app screen on your computer, and then choose Next.

    

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team
 

Dear Rhonda,

You only need to download it once. You are able to download this on your computer if you are able to. Once downloaded you will log into your HUD account follow the steps indicated. Please make sure to close all open windows on your phone or browser as well. Once it asks for the code you will need to open authenticator which will give you typically a 6-digit code. 

Not to be confused with the CAPTCHA this will appear as well however when you log in this will automatically appear for you. In this instance you will need to enter the letters/numbers it provides for you.

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

Two-factor authentication (TFA) provides additional security for your account. With TFA enabled, you log in to the site with a verification code in addition to your username and password. If you are using your work computer, you may need to reach out to IT for assistance. Support is only able to reset your validation attempts and is unable to make any changes to your account.

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

Support can call you however we are unable to add the HUD account to your authenticator for you. This is something that will need to be added for you to be able to even receive the code. I understand your frustration however TFA is a requirement that we have no control over we can only assist. Are you available at the moment?

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

I've recreated an account once I log it this pops up which you have already selected the blue link "Setup two factor authentication" however below that the "Set Up application" link further down is where you are able to click the link in order for a QR code to generate. 

TFA application

Validation Plugin: TFA TOTP

Generate verification codes from a mobile or desktop application.

• Set up application      *******this link is where you click to get the QR code.

A verification code will be generated after you scan the above QR code or manually enter the setup code. The verification code is six digits long.

Do you have the option from the screen shot you sent me a link that states "Set Up application" further down on your screen?

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda, 

Great! So, you are able to click on "Set up application" on your HUD website login, correct? If so once you click the link it will generate the QR code that you are able to scan with your IPhone. If you are on your work computer and it should give you the same option to click Set up application. If not, can you send the screen shot or the message you are seeing.

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Dear Rhonda,

Support is following up to see if you were able to access your account. Please be aware that you will NOT get a push notification on your phone for this code.

Should you have any further difficulties, please contact us for a swift resolution. Your alerts help us to maintain and repair the system.

Sincerely,

The HUDHousingCounselors.hud.gov Support Team

Dear Rhonda,

As we did not receive any further detail regarding the technical issue described, we will conclude that the matter is resolved.

Should you have any further difficulties, please contact us for a swift resolution. Your alerts help us to maintain and repair the system.

Sincerely,

The HUDHousingCounselors.hud.gov Support Team