Troubleshoot 2FA

If you encounter issues while setting up or using Two-Factor Authentication, please refer to the solutions below.

Invalid Verification Code

If the 6-digit code is being rejected, it is usually due to a time-sync error between your device and the server.

• Check your Time Settings: Ensure your mobile device's date and time are set to Set Automatically.

• Sync your App (Android only): In Google Authenticator, go to Settings > Time correction for codes > Sync now.

• Be Fast: The codes expire every 30 seconds. Ensure you are entering the most recent code displayed.

QR Code Won't Scan

• Brightness: Increase the brightness on your computer screen.

• Permissions: Ensure you have granted the authenticator app permission to use your mobile camera.

• Distance: Hold your phone about 20–30 cm (8–12 inches) away from the screen and let the camera focus.

Lost Access to your Account

If you can no longer access your authenticator app (for example, if you lost your phone or switched devices) and cannot log in, use one of the following methods:

1. Use Recovery Codes

During the 2FA setup, you were provided with 12 single-use recovery codes.

• Enter one of these codes in the 2FA verification field to log in.

• Once logged in, you can disable 2FA or set it up on a new device.

2. Contact Support

If you have lost your recovery codes and cannot log in, please email us at [email protected].

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Team Administrators

You can monitor the security status of your organization from the Team page.

• View 2FA Status: The 2FA column shows which team members have enabled the feature.

• Limitations: Note that for security reasons, clicking Edit on a team member only allows you to change their Name or Email. You cannot disable or reset 2FA for another user.