External user having issues with 2FA

I have an external user who is having problems with 2FA, which we require of everyone. She is using the same authenticator app she uses to access several other school’s Box environments successfully; however, the code it generates in the case of our Box instance results in an “invalid code” error. I’m thinking that a good first step would be to delete the account for our Box environment from the authenticator app and then re-add it, but I’m relatively new to Box and this is my first time dealing with this issue, so I’m not sure of the mechanics. Is there a way to re-generate the 2FA QR code for the external user? Or is there some more obvious fix I’m completely missing? Thanks in advance for any suggestions.