MFA Backup Code Options and Issue

MFA Backup Code Options and Issue

Hi All,

This is could be a two part question. When configuring backup codes for AD Self Serve- there really is only a single option (to turn them on and off). Unfortunately, certain users have been running into an issue that when browsing to the Self Service site that the option to enter backup codes to grant access does not appear- even after the user gets the backup codes from our Help Desk. 

To clarify- this is when the user first logs into the machine and it prompts to put in the MFA code. The option to "Login with a Backup Code" does not appear- even after restarting/signing out of the machine. 

Is there a setting somewhere I'm missing that allows the "backup code" option to populate upon logging in that I'm not seeing in the general settings? 


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