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How to resolve two-factor authentication (2FA) issues

  • Updated

Two-factor authentication (2FA) allows you to strengthen the security of your account by adding an extra layer of protection.  This article explains how to resolve common issues related to receiving or using your verification codes so you can access your account with peace of mind.

 

1. Resolving non-receipt of verification codes 

If you do not receive your verification codes by email, this may be due to a network issue or your email filtering. 

To resolve this reception issue:

  1. Check your spam or junk mail folder. 
  2. Ensure that the email address associated with your account is correct. 
  3. Check your email filters to verify that they are not blocking authentication emails.
  4. Test your Internet connection to confirm its stability.

 

2. Solving code usage issues 

If you receive your verification codes but encounter difficulties validating them, a few simple best practices can resolve the situation. 

To use your codes effectively:

  1. Only use the latest verification code received.
  2. Enter the code quickly before it expires.
  3. Enter the 6 digits of the code exactly as shown.
  4. Avoid requesting multiple codes in quick succession to prevent errors.
⚠️ Important : Verification codes have a limited validity period. If you exceed the expiry time, the code will not work and you will need to request a new validation code.

 

3. Recovering access to a locked account 

If you are completely locked out of your account due to authentication issues, several options are available to restore access. 

To unlock your access:

  1. Wait a few minutes before requesting a new verification code.
  2. Contact another administrator on your account to temporarily disable 2FA (if you are an administrator yourself).

  3. Contact our customer service team for help recovering access to your account. 

     

4. Setting up preventive measures 

To secure your future logins and prevent these issues from happening again, it is recommended to adopt good habits. 

To prevent future difficulties:

  1. Keep your contact details and profile email address up to date.
  2. Add an alternative backup authentication method where possible.
  3. Add our authentication email addresses to your approved senders list.
💡 Tip: By setting up a backup method or adding our addresses to your approved senders, you significantly reduce the risk of your future codes being blocked or filtered by your inbox.

 

🎉 You now know how to resolve issues related to two-factor authentication (2FA) to secure and easily access your account!