Guide to resolving common two-factor authentication (2FA) errors

This article covers the most common two-factor authentication (2FA) errors and how to fix them. Whether you are setting up 2FA for the first time or running into issues when logging in, follow the steps below to get back into your account.

What should I do if my QR code does not work during setup?

If your authenticator app rejects the verification code after scanning the QR code, the code has most likely expired. Remote generates a new QR code each time you refresh or navigate away from the setup page, which means any previously scanned code will stop working.

To fix this:

1. Open your authenticator app and delete the old Remote entry. Your app will not save a new entry until you remove the previous one.
2. Go back to your Remote account security settings.
3. Start the 2FA setup process again.
4. Complete every step without refreshing or leaving the page.
5. Enter the verification code and confirm it works before you close the setup screen.

See also: How can I activate two-factor authentication (2FA) for my account?

What should I do if I cannot access my 2FA device?

If you are unable to generate or view your verification codes, you will need to reset your 2FA. This can happen when you:

• Switch to a new phone without transferring your authenticator app
• Lose your device or have it stolen or damaged
• Uninstall your authenticator app by mistake

To regain access:

1. Go to the Remote login screen.
2. Select Reset 2FA.
3. Complete the secure identity verification process.
4. Set up 2FA again on your current device when prompted.

Why is Remote showing an "invalid verification code" error?

Remote rejects a verification code when it does not match what the system expects. Three common causes are an expired code, incorrect device time settings, or entering a code for the wrong account.

Wait for a fresh code

Verification codes refresh every 30 seconds. Watch the countdown timer in your authenticator app. If the timer is almost empty, wait for the next code and enter it right away.

Check your device time settings

Your authenticator app relies on your device clock to generate the correct code. If the time is off by even a few seconds, codes will fail.

1. Open your device settings and set the date and time to Automatic.
2. Visit https://time.is/ to confirm your system time is accurate.

Confirm you are using the correct account

1. Double-check the email address you are logging in with.
2. In your authenticator app, verify that the entry you are reading the code from matches that email.
3. If you have more than one Remote account, make sure you select the right entry.

Still not working?

If none of the steps above resolve the issue, select Reset 2FA on the Remote login screen and follow the identity verification process to set up a new code.

See also: How to reset your two-factor authentication (2FA)

Need more help?

If you are still experiencing issues after trying the steps in this article, contact Remote support through live messaging.