Two Factor Authentication (2FA) is required for most admins to access a portal, and for employees to access the 'Profile' tab in their employee portal. Sometimes an 'Invalid code' error message will appear when trying to enter the 6-digit authentication code from the Google Authenticator or Authy mobile app because the codes are out of sync with your mobile device.
How to Fix - Google Authenticator App
- Go into the Google Authenticator app on your device.
- Hit the 3 vertical dots in the top right corner.
- Choose 'Settings'.
- Select 'Time correction for codes'.
Once you've done this, please try entering the new 6 digit code in the 2FA validation popup.
How to Fix - Authy App or Apple Device
If you're using the Authy App, or you are using an Apple device, please go to your general phone settings and resync the time/date setting. This can usually be done by toggling the automatic set option off and on again, but please check these steps for the specific device you're using.
Once you've done this, please go back to the authenticator app and enter the 6 digit code into the 2FA validation popup in Astute.
Still Not Working?
If the code is still coming up as invalid after trying the above, please raise a ticket through the web widget or by emailing firstname.lastname@example.org requesting us to reset your 2FA. Once done, you'll receive a confirmation email that your 2FA has been reset and the next time you log in you'll be prompted to set up your 2FA from scratch. Please remember to delete the existing account from your authenticator app before you scan the new QR code/enter the new key.