Troubleshooting: Authentication App Option Greyed Out in Security Settings

Overview

If the Authentication App option appears greyed out or unselectable under My Account > Security, it is typically caused by either cached browser session data or an existing authenticator app profile already linked to your account.

You can run a quick self-service check using an Incognito/Private browser window and inspect your authenticator app, though a Live Support Agent will be required if the option remains locked or needs a security reset.

Self-Service Troubleshooting Steps

Step 1: Log In via an Incognito or Private Browser Tab

Browser cache, stored cookies, or ad-blocking extensions can occasionally prevent security toggles from rendering properly:

1. Open a new Incognito (Chrome) or Private (Safari, Firefox, Edge) browser window.

2. Log in to your account portal.

3. Navigate to My Account > Security from the top toolbar.

4. Check if the Authentication App option is now clickable on the right-hand side.

Step 2: Check Your Authenticator App for an Existing Connection

If the option is still greyed out in an Incognito tab, an authenticator profile may already be active or partially configured on your account:

1. Open the authenticator app on your mobile device (such as Google Authenticator, Duo Mobile, or Microsoft Authenticator).

2. Look through your saved entries to see if your Rebel / Internic account is already listed and generating 6-digit codes.

3. If an entry exists, note whether you are still receiving valid codes from it.

When to Contact Live Support

A Live Support Agent is required if the Authentication App option remains greyed out after checking in an Incognito tab.

Please contact a Live Support Agent so a specialist can inspect your 2FA security configuration, reset any stuck or legacy authenticator bindings, and help you switch your MFA method.