Two-Factor Authentication(2FA) FAQs

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

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    1. Binding failed: Scanning the QR code on the web version may fail or return an error, as each QR code is valid for one-time use only. For instructions on reactivating the QR code, please refer to this article.
    2. Invalid verification code:
      • Please ensure that the date and time on your mobile device 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:
      • Verification codes refresh at regular intervals. We recommend waiting for a new code to appear, then copying and entering it promptly.
    4. Incorrect verification code:
      • If you have multiple accounts registered in the authenticator app, please confirm that the linked account matches the correct service account.
    5. Device reset or loss of Google account access:
      • Please submit an issue report form with your account details and a description of the issue. Our support team will review your account status and assist you accordingly.

    For further guidance on two-step verification with Google Authenticator, please refer to Google Support.

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    1. Binding failed: Scanning the QR code on the web version may fail or return an error, as each QR code is valid for one-time use only. For instructions on reactivating the QR code, please refer to this article.
    2. Network stability:
      • If you are using mobile data, switch to Wi-Fi and confirm that Airplane mode is turned off.
    3. App updates:
      • Ensure you are using the latest version of Microsoft Authenticator. Go to "Settings" and confirm that automatic 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 your device and confirm that the time is correct.
    5. Device reset or loss of account access:
      • Please submit an issue report form with your account details and a description of the issue. Our support team will review your account status and assist you accordingly.

    For further troubleshooting guidance on Microsoft Authenticator, please refer to Microsoft Support.