Two Factor Authentication for Customer Support Portal (2024)

FAQs

How to solve two-factor authentication problem? ›

If you have already set up two-factor authentication and cannot access the authentication code on your mobile device, you will need to ask your user manager or administrator to contact our support team to reset your account security. You will need to set up your account security with a different mobile device.

With 2FA in place, the likelihood of unauthorized individuals gaining access to user accounts is significantly reduced. This is particularly crucial for sensitive accounts such as financial or email accounts.

It may be because the time isn't correctly synced on your Google Authenticator app. On the next screen, the app confirms the time has been synced. You should be able to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device's Date & Time settings.

If you have forgotten your password and you've lost access to your two-factor authentication credentials, you can start account recovery to regain access to your account. You'll need to verify your identity using a recovery authentication factor, such as an SSH key or previously verified device.

Problems logging into your account

The most common cause of 2-factor authentication problems is that the time on your Google Authenticator app is not synced correctly.

When you set up two-factor authentication (2FA) in your account using the Authenticator App method, you're prompted to download a backup key. This code lets you restore access to your account in case of changed or lost smartphone, or accidental deletion of the Authenticator App.

The key difference between 2-step verification vs. 2-factor authentication is that 2FA requires two independent forms of authentication from different categories. In contrast, 2SV only requires two pieces of information with no regard for whether they are from the same type of authentication category.

Can you beat two-factor authentication? ›

By sending codes to the person attempting to log in, the goal of 2FA is to authenticate users, but that doesn't mean it's an impervious cybersecurity layer. Threat actors understand that certain tactics allow them to bypass two-factor authentication, including SIM card swapping and browser cookie theft.

FIDO U2F is the most secure form of 2FA that prevents against password cracking, man-in-the-middle, and phishing attacks. Learn more about FIDO U2F here.

Authenticator apps rely on the time set on your device to create the authentication code. If the time on your device does not match the time on your computer then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from.

Signal interference from nearby electronic devices, neighboring networks, or other physical obstacles can cause slow or unstable connections, which could lead to network authentication issues. The easiest way to avoid signal interference is to reposition your Wi-Fi router.

Go to your device's Settings and make sure push notifications are enabled and you have network connectivity. You can also remove your account and attempt the sign-in again. If you are still not able to add your account, please contact Support for personal accounts or reach out to your IT admin for work/school accounts.

If you've lost access to your 2FA device, you can recover your account by using backup codes, alternative recovery options like a secondary email or phone number, or by contacting customer support. Be ready to confirm your identity by answering a few security questions or providing proof of ID.

Go to Settings and make sure push notifications are enabled and you have network connectivity. You can also remove your account and attempt the sign in again. If you are still not able to add your account, please contact Support or reach out to your IT admin.