My two-factor codes don't work

The most common cause is the clock on your phone. Authenticator codes are worked out from the current time, and a code is only accepted within about 30 seconds either side of the right time. Set your phone to use the network time automatically, then try the newest code.

If you see “That code didn’t work. Use the newest code from your authenticator app; each code works once.”, work through these steps:

1. Wait for a fresh code. A code works only once. If you used it a moment ago, or the code is about to change, wait for the next one.
2. Check it’s the right entry. If your authenticator app holds several accounts, use the one you added for TACENZA.
3. Type only the 6 digits. Spaces don’t matter, but letters or an old code do.
4. Check the time on your phone. Turn on automatic date and time in the phone’s settings, then try again.
5. Don’t retry too quickly. After several wrong attempts Chat asks you to wait. See It says “Too many attempts”.

If you’ve lost your authenticator app

Reset your password with your recovery key: on the Log in tab choose Forgot your password? and follow I forgot my password. A reset with the recovery key also turns two-factor sign-in off, so you can log in with only your new password.

Once you’re back in, turn two-factor on again in Settings › Security Center › Two-factor sign-in and scan the new code with your app.

Read more: Codes and verification in the docs.

Still stuck?

If the codes still fail with the right time and the newest code, contact support. Never send us your password, recovery key, authenticator codes or the authenticator key – we’ll never ask for them.