What if my code for two factor authentication does not work?
Two-factor authentication (2FA) helps to keep your account safe by preventing unauthorized users from logging in, even if they have managed to obtain your username and password.
What if the code for two factor authentication does not work?
When your admin has enabled two-factor authentication, you can register your own mobile device to connect an authenticator app - like Google Authenticator - with your user account.
Two-factor authentication apps use a time-based one-time password (TOTP). Every 30 seconds a new code is generated by the app which you need to enter upon login to the Customer Area. If the code does not work, it is likely that the given code does not match the expected code for the current timestamp.
Check the date and time setting on your phone to make sure it is set to automatic update and check your authenticator app settings to sync the date/time with your device.
In the Google Authenticator app, under settings, you can choose Time Correction For Codes > Sync Now.
Note: If you need to reset 2FA, or if your 2FA doesn’t work, please reach out to your admin.
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