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. This guide will help you resolve this.
Google Authenticator app
To make sure that you have the correct time in your Authenticator app, please follow the instructions for your operating system below.
iPhone
- In your device, please reset your device’s time setting by going to Settings > General > Date & Time, and enable Set Automatically.
- If this setting was already enabled, please disable it, wait a few seconds, and then re-enable the setting.
- You should be able to use the verification codes to sign in.
Android
- In your device, please go to the main menu on the Authenticator app, go to Settings > Time Correction for codes, and select Sync now.
- You should be able to use the verification codes to sign in.
Further steps
If you follow these steps and you are still having issues with your 2FA access we would recommend reaching out to an administrator on your account at your organisation to reset this directly in your user record.
Your administrator will also be able to advise if IP restrictions exist for your user record as this could also explain why you can't log in.