This article will guide you through recommended steps when an account is experiencing issues with their MFA not updating.
1. Access PIQ Site
MFA utilizes PIQ API, which means any information has to be showing in PIQ to show on MFA.
2. Verify Profile
Confirm the account is the actual member account - same ID in the app as the PIQ user ID on our end.
A lot of times, the issue is due to duplicate accounts. This will allow you to make sure they are using the right login.