Troubleshooting 2FA

If you are having issues receiving a two-factor authentication (2FA) 2FA SMS code, or if your 2FA Google Authenticator (GA) code isn’t working, please try the following troubleshooting tips:

Google Authenticator

If your Google Authenticator code does not work, it might be because the time on your Google Authenticator app is not synced correctly with your device. Make sure to check the clock on your device and set it to the correct timezone. An incorrect clock can cause codes to be out of sync.

SMS

Check for the following points if your device is not receiving 2FA SMS messages. 

  • Ensure your device is turned on when a 2FA code is generated
  • Ensure your device has sufficient cellular signals when a 2FA code is generated. 
  • Ensure your device is not roaming off your home network, as our SMS provider cannot guarantee SMS delivery on roaming devices.
  • Ensure your device’s SMS inbox is not full.

Note: If you’ve tried to generate 2FA SMS codes several times and still have not received the codes, our system may have stopped sending the codes. If that is the case, please wait 24 hours and attempt to generate 2FA SMS codes again. If you’re still having issues receiving 2FA SMS codes, check with your network provider to see if they are blocking our SMS messages.

See our article on how to set 2FA with Google Authenticator or Authy. Also, check our security guide for tips on how to protect your account.

 

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