How to Troubleshoot 2FA in Different Scenarios
Two-factor authentication (2FA) is an extra layer of protection against potential security breaches and unauthorised access. This article will not only tell you what the common issues are is, but also what steps you can take to fix them.
Scenario 1: Unable to Receive 2FA Code
If you are unable to see any 2FA code do the following:
Check if 2FA set-up on your phone - If not, use the QR code to set-up 2FA.
Ensure your authenticator app is correctly linked - If you have 2FA set-up on your authenticator and you don't receive the code. Please remove the account and re-add it.
Check the App works - make sure the Authenticator app is the latest version and/or update it if needed.
Scenario 2: "Error: Invalid one-time passcode"
If you are getting this error:
Wait for a code refresh - Authentication codes expire every 30 seconds, so if the timer is close to running out, wait for a new code to refresh before entering it. You have 30 seconds to enter in the code.
Check you are using the right account - some Authenticators allow you to name an account to distinguish it from your other accounts.
Scenario 3: "Error: Password or Email is incorrect"
Double-check your email and password - Make sure that the email and password is entered in correctly and there are no typos or trailing spaces added.
Double-check your password manager - Double check it's populating the right fields with the right information. Sometimes they populate the wrong fields, leading to issues, or the incorrect account is being selected. If in doubt, manually enter in your email and password.
Try with a different Email/Password combination - If it works, then it means the previous email/password combination was incorrect.
Request a password reset from an Admin - Ask someone who has admin privileges to reset your password. You will also need to go through the same process to set-up 2FA with your email address and new password.
Scenario 4: Help I'm locked out and now I can't get back in!
If you are locked out of your account and you need to gain access:
Try recovering your account – Follow the account recovery process here.
Contact Support - Please reach out to your Admin to get in touch with the support team to request access.
Scenario 5: I don't want to use 2FA - it's too complicated
If you find 2FA too complex to set-up, then we'd suggest using SSO instead. SSO is also a form of Authentication. You can find out more about how to set this up here:
We hope this article has helped you troubleshoot any issues you may have encountered with 2FA. If you continue to experience issues, please contact the Support team through our chat, or phone us on +44 (0) 1158241939.