Overview
Most 2FA problems come down to one of three causes: the code isn't arriving, the code is being rejected, or you've lost access to the device or address the codes go to.
The first two you can usually fix yourself in under a minute. The third requires identity verification by our team — and this article explains why.
Step-by-step instructions
Follow the steps below to complete this process:
Cause 1 — the code isn't arriving
- Email codes: check your spam or junk folder, and confirm the address in Profile Information is correct and reachable.
- SMS codes: check you have mobile signal, and confirm the registered number is correct including the country code.
- Wait a full minute before requesting another code — requesting several in quick succession can delay delivery.
Cause 2 — the code is rejected
- Authenticator codes expire around every 30 seconds. Wait for a fresh one rather than retyping the same code.
- Set your phone's date and time to automatic. A clock that has drifted by even a minute produces codes the server won't accept — this is the most common cause of rejected codes.
- Enter the code with no spaces.
- If your app holds several accounts, check you're reading the entry for INGOT.
Cause 3 — changing or removing a method
- If you can still log in: click the user icon, select Security Preferences, and use the option beside the relevant method.
- Before switching a method off, enable another one. Leaving your account with password-only protection isn't something we'd recommend.
When our team has to step in
- You've lost or replaced the device holding your Authenticator App or Passkey.
- You no longer have access to your registered email address.
- You no longer have access to your registered mobile number.
- In these cases we must verify your identity before resetting your authentication method. This is a deliberate control: resetting 2FA on request alone is exactly how accounts get taken over. Contact Customer Experience via live chat and our team will explain what's needed.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
Every authenticator code is rejected
This is almost always a clock problem. Set your phone's date and time to automatic, then try again with a fresh code.
You've changed your phone number but SMS codes still go to the old one
Update your number in Profile Information first. The change is reviewed before it takes effect, so allow for that before relying on SMS codes.
You deleted the authenticator app by mistake
If you kept the setup key, add the account back to a new app using that key. If you didn't, contact Customer Experience — we'll need to verify your identity before resetting the method.
You've lost your phone entirely
Contact Customer Experience straight away. Have your account details ready, as we'll need to verify your identity before resetting your 2FA.
Frequently asked questions
Q: My code isn't arriving. What should I check?
A: Spam and junk folder for email codes, mobile signal for SMS codes, and that the address or number on your profile is current. Wait a full minute before requesting another code.
Q: Why is my authenticator code invalid?
A: Either the code has already expired — they last around 30 seconds — or your phone's clock has drifted. Set the date and time to automatic and try a fresh code.
Q: I've lost my phone. How do I get back in?
A: Contact Customer Experience. We must verify your identity before resetting your authentication method.
Q: How do I remove a 2FA method?
A: If you can log in, use the option beside the method in Security Preferences. Enable another method first so your account isn't left with password-only protection.
Q: Can you disable 2FA if I just ask in chat?
A: No. Resetting 2FA always requires identity verification. That control is what protects your account from being taken over by someone else.
Related articles
- How to protect your account with Two-Factor Authentication
- What to do if you can't log in to your Client Portal
- How to update your personal information