Most authentication problems when trying to add your 1-grid account for 2FA for use with an Authentication App like Google Authenticator, Microsoft Authenticator or Authy, to name a few, are caused by small, and fixable issues.
In most cases, access can be restored in minutes without compromising your account’s security. If something feels wrong, it’s usually technical, not a breach, so there’s no need to panic!
This guide will help you quickly troubleshoot common authenticator app issues when adding or logging into your 1-grid Customer Zone to complete Two-Factor Authentication (2FA) successfully.
- How Authenticator Apps Work
- Authenticator Apps for 2FA
- What Issues Can Occur When Using an Authenticator App?
- Quick Fix to Try First (Resolves Most Issues)
- Common Fixes for Invalid or Rejected Codes
- When Re-Syncing the App Is Needed
- If You’ve Bought a New Phone or Lost Your Existing One
- Important Things to Keep in Mind
- Our Scope of Support
- FAQs
- Additional Resources
How Authenticator Apps Work
With an Authenticator App, even if your password is exposed, your account stays protected by generating one-time codes as part of Two-Factor Authentication (2FA).
- Authenticator apps generate time-based, one-time codes
- Codes refresh every 30 seconds
- Codes work offline, but require the correct device time
- Each account has a unique, synced connection
But sometimes, issues or “authentication failed” errors may arise when using an authenticator app, but there is no need to worry!
Authenticator Apps for 2FA
Supported authenticator apps include, but may not be limited to:
These platforms are widely trusted and used by many customers to keep their accounts secure with next-level security through two-factor verification.
What Issues Can Occur When Using an Authenticator App?
1. “Invalid code” or “Authentication failed” Error
This usually happens when your phone’s time drifts out of sync, causing the authenticator app to generate codes that look correct but aren’t accepted.
2. Can’t Generate a Valid 2FA Code
If codes keep expiring or never work, the app may be using the wrong account entry, or you may be entering the code too late.
3. Changed Phones or Reinstalled Your Authenticator App
Authenticator apps don’t automatically transfer accounts unless you restore them from a backup, so the original link may no longer exist.
4. Stuck During 2FA Setup or Login
This often happens when the setup is interrupted or the app doesn’t fully register the QR code.
5. No Longer Receiving Expected Prompts or Codes
Some authenticator apps rely on background permissions or notifications, and battery-saving settings or VPNs can restrict them.
Quick Fix to Try First (Resolves Most Issues)
Sync Your Device’s Date & Time (Most Effective Fix)
Authenticator apps generate time-based, one-time codes. If your device’s clock falls even slightly out of sync, the system may reject valid codes.
What to Check Immediately
- Set Date & Time to Automatic
- Enable Automatic Time Zone
App-Specific Guidance
Google Authenticator
- Open the app
- Go to Settings → Time correction for codes → Sync now
Microsoft Authenticator
- Ensure your phone’s system date and time are set to Automatic
TIP: This step alone resolves most authenticator-related login failures.
Common Fixes for Invalid or Rejected Codes
1. Confirm You’re Entering the Correct Code
- Authenticator codes refresh every 30 seconds, so it is important to ensure you are using the most valid one at that moment
- Enter the current 6-digit code
- Ensure the code matches your 1-grid account, and not another saved entry
TIP: If the countdown is almost finished, wait for the next code before entering it.
2. Restart and Update the Authenticator App
Temporary app or device issues can interrupt code generation, causing trouble with completing the initial setup or usage of the app.
Try this sequence:
- Fully close the authenticator app and confirm that it’s not running in the background.
- Restart your phone
- Update the app to the latest version from the App Store or Play Store for the app specifically, or from the relevant platform that you are using
3. Review App Permissions and Check Background Activity
Authenticator apps may rely on background access to function reliably. This is why it is important to check that:
- App notifications are enabled
- Battery optimisation or power-saving mode is disabled (especially on Android)
- Background app activity is allowed
4. Disable VPNs or Restricted Networks
In some cases, VPNs or restrictive networks can interfere with authentication so consider switching to a different connection method when using your authenticator app.
What to try:
- Temporarily disable any VPN you may be using
- Log in using your mobile data or a standard home internet connection
When Re-Syncing the App Is Needed
Remove to Re-Add the Authenticator Entry
If the setup was interrupted or the codes are invalid, re-registering the authenticator connection often fixes the issue quickly.
What to do next:
- Remove the 1-grid account from your authenticator app
- Contact our Support Team to request a secure authenticator reset
- Log in again and scan the new QR code to re-link the app
IMPORTANT: This creates a fresh, correctly synced authentication connection.
If You’ve Bought a New Phone or Lost Your Existing One
If you lost or switched devices and didn’t restore your authenticator app from a backup, you can:
- Use your backup codes (if saved during setup or any login attempts using this), or
- Contact our Support Team for identity verification and a secure reset on your new device so that you can restart the process.
IMPORTANT: For security reasons, we can’t bypass authentication checks, but we’ll guide you through a safe and secure recovery process.
Important Things to Keep in Mind
- Authenticator apps work offline, but rely on accurate device time
- We can assist with resetting authentication
- We cannot bypass verification steps, as this protects your account
Our Scope of Support
If you’re stuck and need any additional guidance or support, here’s an outline of what we can do and what is not within our Scope of Support.
What We Can Help With
- Resetting or understanding 2FA
- Login issues related to 2FA
- Guidance on using backup codes
We’ll guide you through the next steps securely and as smoothly as possible.
What We’re Unable to Assist With
- Bypassing any security authentication checks or providing backup codes
FAQs
Q. Can I use my mobile to complete 2FA if I access Customer Zone from my mobile?
Yes, you can absolutely complete Two-Factor Authentication (2FA) entirely from your mobile device without using a computer. You can complete this by using Backup Codes and selecting “Login using Backup Code” from the Two-Factor Authentication pop-up in your Customer Zone.
We recommend this method when you sign in directly from your authenticator device, as switching between the Authenticator app and your Customer Zone login page on mobile can be tricky.
Q. What happens if I delete my authenticator app?
If you remove the app without a backup, you lose the saved account links. You’ll need to use a backup code or contact Support for a secure 2FA reset.
Q. Can I install my authenticator app on multiple devices?
Some apps support multi-device syncing (like Authy), but not all do. For security reasons, we recommend one primary device unless you are confident in the app’s secure sync features.
Q. Can Support send me my authenticator codes?
Your authenticator app generates codes directly on your device to keep your account secure. This protects your account and prevents identity-based compromises.
Q. What if I’m not receiving codes or prompts?
Common causes:
- Disabled notifications
- Battery optimisation
- VPN/network restrictions
- App permission issues
Enabling notifications and disabling battery optimisation typically resolves this.
Additional Resources
Two-Factor Authentication (2FA)
All About Passwords at 1-grid
How to Add an Account for 2FA Using an Authenticator App
Need Additional Support?
We’re Here to Help:
Troubleshooting Authenticator App issues to complete Two-Factor Authentication (2FA) on your 1-grid Customer Zone doesn’t have to feel technical with this easy-to-reference guide. Stuck? Check out our Scope of Support, and then contact our Support Team for further clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!