2FA NOT WORKING!

[KellyBerger]

I have tried my two different accounts and they both say that number has been used or is expired then after too many tries with new numbers it says too many tries suspended!! Have rebooted both PC and phone with no affect and cannot access my files!!!

[Haydes]

Hi @KellyBerger

I have seen 2FA codes throw a "Expired" message despite being newly generated can be caused due to time period sync issues. 

As you mentioned your phone, I'm assuming your 2FA authentication is set up by app could you try re-setting up the sync on your phone to see if this works?

Instructions for syncing your Apple device .

Instructions for syncing Google Authenticator on an Android device .

Any other device - see your device user guide for instructions.

Please let me know how you go.

[KellyBerger]

Thank you, that seems to have worked for the min.  If it continues to work as I login to other files I will accept it as a solution

[Maria_Giacosa]

Did not work for me

What else can I do?

[Haydes]

Hi @Maria_Giacosa

Can I ask what the particulars are in your situation?

For example:

• What message are you getting in the prompt (IE: Are you being told the code has expired despite renewing?)
• What authentication type are you using? (IE: Google Authenticator, Email Auth, etc)
• If your authentication type is by phone, can I ask what Phone OS you are running (IE: Android, or iOS)?

This way I can avoid making assumptions and can start looking at your specific situation.

[Maria_Giacosa]

Message is You have entered the wrong verification code, it has expired , or has already been used

I am using Google Autheticator on an Android phone

It has worked on this phone with no issues in the past

Thank you for responding

[Haydes]

Hi @Maria_Giacosa

From that description sounds like the same as @KellyBerger's troubles and I'd be recommending the same thing.

If we have synchronised the time and date settings and restarted the phone, this sounds like a deeper trouble. We could try switching the 2FA to another option and see if this works in comparison. Such as switching to Email authentication.

To get this sorted, can you send me a Private Message with the email you're using to sign in (If different from the Forum) so that I can arrange to send out the recovery email to get this sorted.

You can send me a Private Message by hovering your mouse over my Avatar and clicking Send Message on the popup.

[Maria_Giacosa]

Using the same email

As a matter of interest I use the same googfle authenticator for other products and am not having the same issuue with them

Regards