The Authenticator App is generating invalid or incorrect codes.

This issue typically occurs when the time synchronization between the user’s device and the server is out of sync.

To resolve it:

1. Ensure that the device time is set automatically according to the network or internet time.

2. Reopen the Authenticator App and try generating a new code.

3. If the issue persists, request a 2FA reset through the Admin Panel and reconfigure the app using a new QR code.

I accidentally deleted my Authenticator App or reinstalled my phone.

If the Authenticator App is removed or your phone is reset, you will no longer have access to your stored codes.

To regain access:

1. Go to the login screen and select “Request 2FA Reset”.

2. Wait for an administrator to approve the reset and clear your old 2FA configuration.

3. Once reset, log in again and scan the new QR code to re-enroll your account.

I didn’t receive a QR code when setting up 2FA.

If no QR code appears during the setup process:

1. Check that 2FA is enabled for your user group (client or admin) under Settings > Security > Two-Factor Authentication.

2. Refresh the page or clear browser cache.

3. If the issue persists, contact the system administrator to verify your permissions and 2FA configuration.

My One-Time Password (OTP) expires too quickly.

Each OTP code is valid for approximately 30 seconds by design.

If your code consistently expires before submission, check the following:

• Ensure your device’s clock is accurate and synchronized.

• Avoid copying codes between devices.

• Enter the code immediately after it appears in the Authenticator App.