Common Troubleshooting

Education Sector Logon (ESL)

Log into ESL self-service

Common Troubleshooting

Quick checks:

  • list item bullet Restart the login process.
  • list item bullet Restart the Authenticator App.
  • list item bullet Restart your computer/device used to connect to ESL.
  • list item bullet Check that you have the latest version of the Authentication application.
  • list item bullet Check your device's operating version:
    Microsoft Authenticator App requires your device to be operating on at least iOS 11 or Android 6.0
    Google Authenticator App requires your device to be operating on at least iOS 14 or Android 4.4
  • list item bullet Check the internet connection of your MFA Device, i.e., your mobile phone.
    Try search something on your MFA device’s browser or perform a refresh in another app.
  • list item bullet Check the Internet connection of the device you’re trying to logon to ESL with,
    Try refresh the page and restart the login process or search something in another browser tab.

Your Authenticator Application and The Time-Based One-Time Passcodes:

  • Make sure you only have 1 account for Education Sector Logon on your Authenticator App.
    • A duplication of MFA accounts can happen if you did not complete the set up fully in a previous attempt to setup MFA for your ESL account.
    • If this is the case, try passcodes from both accounts and delete the account (on your Authentication Application) that did not get accepted by ESL.
  • Make sure the code you have entered is correct and not expired, to be sure, wait until the code refreshes and enter it as soon as it refreshes.
  • You will have to restart the Authentication process via MFA if you have failed the verification 3 times.
  • If you have waited longer than 20 minutes to enter your verification code, your ESL session might have expired. You will have to login and perform MFA again from the start.

Calling Service Desk

If all else fails, try calling your own IT Help Desk and request a quick check of your devices and if your MFA application is working as expected.

Or you can also contact the Education Service Desk and request that your ESL account’s MFA status be checked.

Education Service Desk

Freephone: 0800 422 599 (NZ Only)

Email: service.desk@education.govt.nz

Note: To confirm your identity, you will be asked questions to verify your identity.