Reply To: 2FA login not working

#11009
Chris ColemanChris Coleman
Moderator
-1 pt

Hey Heidi,

Thank you for reaching out to us!

TOTP authentication is a 2-factor verification method that uses time as the variable parameter. The secret key (password) of your account is the static parameter being used in the authentication method. The TOTP authentication method does not depend on the time zone of your devices. TOTP uses an absolute frame of reference, namely UNIX epoch time, which is defined as the number of seconds that have passed since 00:00:00 UTC, January 1, 1970.

You can try the following methods to troubleshoot the issue that you’re facing:

  1. If you’re manually setting the time in the device with the authenticator app, you need to ensure that it is synchronized with the selected time zone in the device.
  2. Configure the settings to automatically set the time and date in your device. This will ensure that the device time is always in sync with the selected time zone.
  3. If you are still facing difficulties even after syncing the device time with the time zone, clear the cache of your browser and try again.
  4. Reboot your device and try again.
  5. Install the authenticator app on a different device and check again.

I hope this solves your issue.

Cheers!
Chris Coleman
Hexnode UEM