Troubleshooting for multi-factor authentication

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Thomson Reuters applications provide multi-factor authentication through the Thomson Reuters Authenticator mobile app. For troubleshooting assistance - after installing the mobile app on your mobile device - see the appropriate error message or error description below.

Unable to pair your login credentials with the mobile app?

Unable to access your CS Professional Suite applications and/or CS Web?

Related topics

Disabling multi-factor authentication for your CS Professional Suite login credentials

Multi-factor authentication overview

How to use the Thomson Reuters Authenticator mobile app

Internal notes

When assisting users in troubleshooting possible errors, keep in mind the scope of the support we are able to provide. Some restrictions or settings on a user's mobile device (environmental issues) may prevent the mobile app from downloading or errors to occur. If the issue is not specific to the mobile app, this may be outside of the scope of support. 

Suggested positioning, "Since you are unable to download the app due to your network or internet connectivity I will not be able to further troubleshoot this issue as the cause is not specific to the mobile app."

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