Two-Factor Authentication Troubleshooting Guide: Common Issues and Solutions
If you're experiencing two-factor authentication (2FA) issues, follow these straightforward solutions based on your specific problem.
Lost or Broken Phone
- Use saved backup codes to access your account
- If no backup codes are available, contact support immediately
Authentication App Issues
- For new phones:
- Temporarily disable 2FA in account settings
- Click "Set Up" next to authentication app
- Scan new QR code with new device
Text Message Problems
-
Changed phone number:
- Disable 2FA in account settings
- Reactivate with new number
-
Not receiving codes:
- Verify phone number (check last four digits shown)
- Ensure network connectivity
- Request new code via "Use Another Method"
- Allow up to 5 minutes for code delivery
Installation Problems
- If you can't install authentication app:
- Use text message authentication instead
- Consider passkey authentication
- Review additional security options
Country Availability
- If your country isn't listed:
- Use authentication app instead
- Try passkey authentication
Error Message Solutions
-
Invalid Code:
- Authentication app codes expire after 60 seconds
- SMS codes expire after 5 minutes
- Ensure phone's time zone is set automatically
- Double-check entered code carefully
-
Phone Number Format:
- Select correct country from dropdown
- Enter number without country code
- Example (USA): Use 555-555-5555, not 0039-555-555-5555
Mobile App Access
- Update to latest app version
- Authentication code required after logout
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