Troubleshooting two-factor authentication

If you’re having trouble logging in with two-factor authentication, there are a few ways to resolve the issue.

Check your settings

Depending on your two-factor authentication method, try the following:

Authenticator app 

  • Open the app (e.g., Google Authenticator) and try logging in with the code provided.
  • Check that the account registered in the app and the account you’re using to log in are correct.
  • Make sure you’re using an active code (they automatically update every few seconds).
  • Make sure the time on your device is installed correctly.
    • For iOS: Go to Settings > General > Date & time > Set automatically
    • For Android: Go to Settings > Date & time > Set date and time automatically

Security key

  • Verify you’re using the right security key.

Text message

  • Check your signal.
  • Check if text message rejection is enabled.
  • Make sure your phone isn’t set to block unregistered or international numbers.
  • Check if your carrier is filtering your content.
  • Check if the messages are going to junk.

Email

  • Check your spam folder.
  • Make sure the email address isn’t blocked.

Log in with a backup method

If you have a backup method enabled:

  • Enter your email and password on the login screen.
  • Select “Log in.”
  • Select “Log in with another method.” If this option isn’t available, it means you don’t have a backup method enabled.
  • Select the method you want to use.
  • Enter the code.
  • Select “Verify.”
  • Once you’re logged in, reset your main authentication method in your two-factor authentication settings.

Good to know

If you’re using backup codes, remember that each code can only be used once. If you’re having trouble finding the backup codes on your computer, search for the default file name: nulab-backup-codes.txt.

Contact support

If the above solutions don’t work, contact our support team, and we’ll be in touch within five business days. Note that we’ll need to verify your identity to provide assistance.

 

0 people think that it is helpful. Was this helpful for you?

Have a question we didn't answer?

Contact support