Two-Factor Authentication(2FA) FAQs

This article addresses common troubleshooting steps for enabling mobile app authenticators.

    1. When trying to bind your account using the QR code, you may experience a failure or error. This occurs because the QR code is valid for one-time use only. To proceed, please reactivate the QR code by following the instructions provided here.
    2. Invalid verification code:
      • Please ensure that the date and time on your mobile phone are set correctly. Manual time adjustment is not recommended.
      • On Android devices:
        • Open the Google Authenticator app and go to the main menu.
        • Tap the "More" icon → "Settings" → "Time correction for codes" → "Sync now."
      • On iOS devices:
        • Go to "Settings" → "General" → "Date & Time" → "Set Automatically."
    3. Verification code timeout:
      • Since verification codes refresh periodically, we recommend waiting for the new code and quickly copying and pasting it for verification.
    4. Incorrect verification code:
      • If you have multiple accounts logged in on the authenticator, ensure that the Google account linked to the service is correct.
    5. Phone reset or Google account lost:
      • Please fill out the issue report form and provide your account and issue details. The support team will check your account status and provide assistance.
    👉 For more information on Google Authenticator two-step verification, please refer to Google Support.
    1. When trying to bind your account using the QR code, you may experience a failure or error. This occurs because the QR code is valid for one-time use only. To proceed, please reactivate the QR code by following the instructions provided here.
    2. Network stability:
      • If you are using mobile data, switch to Wi-Fi and ensure that Airplane mode is turned off.
    3. App updates:
      • Make sure you are using the latest version of Microsoft Authenticator. Go to "Settings" and ensure that app updates are enabled.
    4. Incorrect clock settings:
      • The authenticator requires the correct local time. If your device's clock is set manually, please switch to automatic time settings.
      • After updating the clock, restart the device and verify that the time is correct.
    5. Phone reset or account lost:
      • Please fill out the issue report form and provide your account and issue details. The support team will check your account status and provide assistance.
    👉 For more troubleshooting information on Microsoft Authenticator, please refer to Microsoft Support.