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Two-Factor Authentication Issues

Solutions for problems with two-factor authentication (2FA), including lost devices, incorrect codes, and recovery options.

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Two-Factor Authentication Issues

Two-factor authentication (2FA) adds important security to your account, but occasionally you might run into issues. Here's how to resolve the most common 2FA problems.

Authentication Code Not Working

Check the Time on Your Device

2FA codes are time-sensitive and require your device's clock to be accurate:

  • Go to your device's date and time settings

  • Enable "Set automatically" or sync with internet time

  • Wait for a new code to generate

  • Try the new code immediately

Enter the Code Quickly

Codes typically expire every 30 seconds:

  • Wait for a fresh code to appear in your authenticator app

  • Enter it immediately – don't wait

  • If the code changes while you're typing, use the new code

Ensure You're Using the Correct Account

If you have multiple accounts in your authenticator app:

  • Look for the entry labelled "Tourism Accelerator"

  • Verify it matches the email address you're logging in with

  • Use the code from the correct entry

Try the Previous or Next Code

Some authenticator apps show the remaining time for a code. If you're near the end:

  • Wait for the next code to appear

  • Enter it as soon as it generates

Lost or Changed Your Phone

Using Backup Codes

When you set up 2FA, you should have received backup codes:

  • Locate your saved backup codes (you may have saved them as a file or printed them)

  • Enter one of your unused backup codes when prompted for 2FA

  • Each backup code can only be used once

Don't Have Your Backup Codes?

If you've lost access to both your authenticator device and backup codes:

  • Contact our support team immediately

  • Be prepared to verify your identity through alternative means

  • We'll guide you through the account recovery process

Setting Up 2FA on a New Device

If you've got a new phone but still have access to your account:

Step 1: Log In to Your Account

Use your current 2FA method (old phone or backup code) to log in.

Step 2: Remove Old 2FA

  • Navigate to Account Settings > Security

  • Click Disable Two-Factor Authentication

  • Confirm the action

Step 3: Set Up 2FA Again

  • Click Enable Two-Factor Authentication

  • Scan the QR code with your new phone's authenticator app

  • Enter the verification code to confirm

  • Save your new backup codes securely

Authenticator App Issues

App Not Generating Codes

If your authenticator app isn't showing codes:

  • Force close the app and reopen it

  • Check if the app needs updating

  • Restart your phone

  • Ensure your phone has the correct date and time

Codes Are Out of Sync

If your codes consistently don't work:

For Google Authenticator:

  • Open the app

  • Tap the three dots menu > Settings

  • Tap "Time correction for codes"

  • Tap "Sync now"

For Microsoft Authenticator:

  • Open the app

  • Go to Settings

  • Enable "Time adjustment"

For Authy:

  • Open the app

  • Go to Settings > Accounts

  • Ensure the correct time settings are enabled

SMS Verification Issues

If you're using SMS for two-factor authentication:

Not Receiving SMS Codes

  • Check your phone has mobile signal

  • Ensure your phone number is correct in your account settings

  • Check if your phone is blocking messages from unknown numbers

  • Wait a few minutes – SMS can sometimes be delayed

SMS Codes Arriving Late

If codes arrive after they've expired:

  • Request a new code

  • Wait for it to arrive before entering

  • Consider switching to an authenticator app for more reliable codes

Recommended Authenticator Apps

For the most reliable 2FA experience, we recommend these free apps:

  • Google Authenticator (iOS and Android)

  • Microsoft Authenticator (iOS and Android)

  • Authy (iOS, Android, and desktop)

Authenticator apps are more secure and reliable than SMS verification.

Preventing Future 2FA Issues

  • Save your backup codes – Store them somewhere safe and accessible

  • Set up 2FA on multiple devices – Some authenticator apps allow syncing across devices

  • Update your phone number – Keep your account's phone number current

  • Document your 2FA setup – Note which accounts use which authenticator

Need Account Recovery?

If you're completely locked out of your account due to 2FA issues:

  • Email: [email protected] with subject line "2FA Account Recovery"

  • Include your registered email address and business name

  • We'll verify your identity and help restore access

For security, account recovery may take 1-2 business days as we verify your identity.

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