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 Remote sends a code to my email?

A code sent to your email is not the same as a 2FA code generated by an authenticator app. If Remote asks you to enter a code sent to your email, 2FA is not set up on your account. Check your inbox and spam folder, then enter the code from the email. You do not need to reset anything.

If the emailed code is slow to arrive, that is another sign that no authenticator app is set up on your account. Setting one up gives you codes instantly, so you never have to wait for an email.

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

What should I do if my verification code keeps getting rejected?

If your authenticator app codes are still rejected after the checks above, work through the steps below one at a time.

Confirm you are using an authenticator code

Your 2FA code comes from your authenticator app, not from your email. A code sent to your email is a one-time email code, which is a different thing. If Remote emails you a code, you have not set up an authenticator app yet.

Reset your phone's automatic time setting

Authenticator codes only work when your phone's clock is exactly right.

1. On your phone, turn on the Set Automatically time setting. If it is already on, turn it off and back on again to reset it.
2. Wait for the next code, then enter it.
3. Confirm your time is accurate at time.is.

If the problem keeps coming back, use a desktop authenticator app instead. A desktop app runs on your computer, so your phone's clock does not affect it. Proton Authenticator is one example.

Remove the old authenticator entry

If you have reset your 2FA before and the old Remote entry is still in your authenticator app, the codes it generates will not work. Delete the old Remote entry, then scan the new QR code during setup to create a fresh one.

Try a different authenticator app

If none of the steps above work, set up your 2FA in another authenticator app to rule out a problem with the app you are using.

Can I log in without typing a code?

Yes. You can set up mobile push notifications and approve each login with a single tap instead of typing a code.

See also: How to set up two-factor authentication (2FA) with mobile push notifications

Need more help?

Still have questions? Reach out via live messaging for help with your specific situation.