INVALID AUTHENTICATION CODE

An incorrect authentication code is sometimes generated when the time on your device and our servers is out of sync. To fix that, try to re-sync your authentication app.

Google Authenticator (Android)

1. Go to Settings/Time correction for codes.
2. Tap on Sync now.

Duo Mobile (iOS)

1. Go to Settings/General and choose Date & Time.
2. Set the option Set automatically to On

Make sure your mobile device displays the correct time and try using 2FA again.

I NO LONGER HAVE ACCESS TO MY 2FA PROFILE

If you have saved your 16-character authentication key, you can simply create a new profile in your authentication app using that. The 16-character authentication key was generated only once, when you enabled 2FA in your account.

If you no longer have your authentication key, you will need to disable 2FA in your account and re-enable it later. Log in here to disable 2FA. We will review your request and reply as soon as possible.

I AM NOT RECEIVING THE CODE ON MY PHONE

The code you need to use is a 6-digit number generated in your authentication app (Google Authenticator or Duo Mobile). This code refreshes every 30 seconds, so you need to input a different code each time.

• The 6-digit code is not the same as the authentication key (16 characters) which you receive when enabling 2FA, and which you can use to reset 2FA or move it to a new device.

If none of these solutions solve your problem or you need additional assistance, don’t hesitate to contact us at and we’ll be happy to help!