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 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.