Two-factor authentication problems

Summary

This guide helps you troubleshoot and resolve: Two-factor authentication problems. Follow the steps below to fix the issue.

Common Causes

Problem

You’re unable to complete two‑factor authentication (2FA), or you’re locked out of your account because you can’t receive the verification code. If you are also unable to log in to the company portal, see Cannot login to company portal. For domain‑credential issues, refer to Cannot login with domain credentials.

What is 2FA?

Two‑factor authentication adds an extra layer of security by requiring:

1. Something you know (your password)
2. Something you have (your phone, security key, or code)

Solutions

Step 1: Identify Your 2FA Method

Check how your organisation has set up 2FA:

• Authenticator app (Microsoft Authenticator, Google Authenticator)
• SMS text message (phone number)
• Email (backup email)
• Security key (physical USB key)

Step 2: Authenticator App Issues

Code not working:

1. Ensure your phone’s time is synced automatically. If the time is incorrect, see How to update Windows for guidance.
2. Open the app and wait for the code to refresh (codes change every 30 seconds).
3. Enter the newest code displayed.

Lost your phone:

1. Use a backup method (SMS, email, or security key).
2. Open a ticket via Open a Ticket for account recovery.
3. You may need to verify your identity in person.

Step 3: SMS/Text Message Issues

1. Ensure you have good cellular signal.
2. Confirm that the phone number stored in your account settings is correct.
3. Wait 2–3 minutes – codes can be delayed.
4. If you haven’t received multiple codes, request a new one.
5. Contact your mobile provider if texts appear to be blocked.

Step 4: Email 2FA Issues

1. Check your spam/junk folder.
2. Ensure the backup email address is accessible.
3. If you have recently changed your email, update it in your company account.

Step 5: Using Backup Codes

When you first set up 2FA, you should have received backup codes. These are one‑time use codes that let you log in when other methods fail.

1. Locate the file named Backup codes (or similar).

2. Store the codes offline – print them or save them in a password manager. Never keep them on the same device used for authentication.

3. Enter a backup code as a one‑time login.
4. After using a backup code, you will need to set up 2FA again.

Step 6: Get Help from IT

If you cannot access your account:

1. Open a ticket via Open a Ticket immediately.
2. Be prepared to verify your identity, for example:

• Employee ID
• Manager’s name
• Security questions
• In‑person verification (if required)

3. IT can reset your 2FA or provide an alternative access method.

Preventing Future Issues

• Register multiple 2FA methods (app, SMS, email).
• Keep backup codes in a secure offline location.
• Update your phone number promptly if it changes.
• Do not delete the authenticator app without first setting up a backup method.
• Use hardware security keys that are FIDO2/U2F compatible; newer laptops may require a USB‑C adapter.

Need More Help?

Open a ticket via Open a Ticket and provide:

• Your employee ID
• The exact error message you are seeing
• The 2FA method you are using

Still Having Issues?