{"id":34195,"date":"2026-01-27T13:27:57","date_gmt":"2026-01-27T13:27:57","guid":{"rendered":"https:\/\/1grid.co.za\/knowledge\/?post_type=ht_kb&#038;p=34195"},"modified":"2026-01-27T13:27:59","modified_gmt":"2026-01-27T13:27:59","slug":"authenticator-app-troubleshooting-2fa","status":"publish","type":"ht_kb","link":"https:\/\/1grid.co.za\/knowledge\/authenticator-app-troubleshooting-guide\/","title":{"rendered":"Authenticator App Troubleshooting Guide"},"content":{"rendered":"\n<p>Most authentication problems when&nbsp;trying&nbsp;to&nbsp;<a href=\"https:\/\/1grid.co.za\/knowledge\/adding-an-account-for-2fa-using-an-authenticator-app\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>add your 1-grid account for 2FA for&nbsp;use&nbsp;with&nbsp;an Authentication App<\/strong><\/a>&nbsp;like Google Authenticator, Microsoft Authenticator or&nbsp;Authy, to name a few,&nbsp;are caused by small,&nbsp;and&nbsp;fixable issues.&nbsp;&nbsp;<\/p>\n\n\n\n<p>In most cases, access can be restored in minutes without compromising your&nbsp;account&#8217;s&nbsp;security.&nbsp;If something feels wrong,&nbsp;it\u2019s&nbsp;usually technical, not a&nbsp;breach,&nbsp;so&nbsp;there\u2019s&nbsp;no need to panic!&nbsp;<\/p>\n\n\n\n<p>This guide will help you quickly troubleshoot common authenticator app issues when&nbsp;<a href=\"https:\/\/1grid.co.za\/knowledge\/adding-an-account-for-2fa-using-an-authenticator-app\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>adding<\/strong><\/a><strong>&nbsp;<\/strong>or&nbsp;logging into your 1-grid Customer Zone&nbsp;to complete&nbsp;<a href=\"https:\/\/1grid.co.za\/knowledge\/two-factor-authentication-2fa\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Two-Factor Authentication (2FA)<\/strong><\/a><strong>&nbsp;<\/strong>successfully.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"600\" src=\"https:\/\/1grid.co.za\/knowledge\/wp-content\/uploads\/2026\/01\/1-grid-Images-for-KB-Articles-1000-x-600-px-23.png\" alt=\"Authenticator App Troubleshooting Guide\" class=\"wp-image-34197\"\/><\/figure>\n<\/div>\n\n\n<div class=\"wp-block-ht-block-toc is-style-rounded htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-how-authenticator-apps-work\">How Authenticator Apps&nbsp;Work&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-authenticator-apps-for-2fa\">Authenticator Apps for 2FA&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-what-issues-can-occur-when-using-an-authenticator-app\">What Issues Can Occur When Using an&nbsp;Authenticator App?&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-quick-fix-to-try-first-resolves-most-issues\">Quick Fix to Try First (Resolves Most Issues)\u00a0<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-common-fixes-for-invalid-or-rejected-codes\">Common Fixes for Invalid or Rejected Codes\u00a0<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-when-re-syncing-the-app-is-needed\">When Re-Syncing the App Is Needed&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-if-you-ve-bought-a-new-phone-or-lost-your-existing-one\">If&nbsp;You\u2019ve&nbsp;Bought a New Phone&nbsp;or Lost Your&nbsp;Existing&nbsp;One&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-important-things-to-keep-in-mind\">Important Things to Keep in Mind&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-our-scope-of-support\">Our&nbsp;Scope of Support&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-faqs\">FAQs&nbsp;&nbsp;&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-additional-resources\">Additional&nbsp;Resources&nbsp;<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-authenticator-apps-work\"><strong>How Authenticator Apps&nbsp;Work<\/strong>&nbsp;<\/h2>\n\n\n\n<p>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).&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-authenticator-apps-generate-time-based-one-time-codes\">Authenticator apps generate\u00a0<strong>time-based, one-time codes<\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-codes-refresh-every-30-seconds\">Codes refresh every\u00a0<strong>30 seconds<\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-codes-work-offline-but-require-the-correct-device-time\">Codes work\u00a0<strong>offline<\/strong>, but require the correct device time\u00a0<\/li>\n\n\n\n<li id=\"htoc-each-account-has-a-unique-synced-connection\">Each account has a\u00a0<strong>unique, synced connection<\/strong>\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<p>But sometimes, issues or&nbsp;\u201cauthentication&nbsp;failed\u201d&nbsp;errors may arise when using an authenticator&nbsp;app,&nbsp;but there is no need to worry!&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-authenticator-apps-for-2fa\"><strong>Authenticator Apps for 2FA<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Supported authenticator apps include, but may not be limited to:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-google-authenticator\"><a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.google.android.apps.authenticator2\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Google Authenticator<\/strong><\/a>\u00a0<\/li>\n\n\n\n<li id=\"htoc-microsoft-authenticator\"><strong><a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.azure.authenticator&amp;hl=en_ZA\">Microsoft Authenticator<\/a><\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-apple-authenticator-app\"><a href=\"https:\/\/apps.apple.com\/us\/app\/authenticator-app\/id1538761576\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Apple Authenticator App<\/strong><\/a>\u00a0<\/li>\n\n\n\n<li id=\"htoc-authy\"><a href=\"https:\/\/www.authy.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Authy<\/strong><\/a>\u00a0<\/li>\n\n\n\n<li id=\"htoc-duo\"><a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.duosecurity.duomobile&amp;hl=en_ZA\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Duo<\/strong><\/a>\u00a0<\/li>\n<\/ul>\n\n\n\n<p>These platforms are widely trusted and used by many customers to keep their accounts secure with next-level security through two-factor verification.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-what-issues-can-occur-when-using-an-authenticator-app\"><strong>What Issues Can Occur When Using an&nbsp;Authenticator App?<\/strong>&nbsp;<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-invalid-code-or-authentication-failed-error\"><strong>1. \u201cInvalid code\u201d or \u201cAuthentication failed\u201d Error<\/strong>&nbsp;<\/h3>\n\n\n\n<p>This usually happens when your phone\u2019s time drifts out of sync, causing the authenticator app to generate codes that look correct but aren\u2019t accepted.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-can-t-generate-a-valid-2fa-code\"><strong>2.&nbsp;Can\u2019t&nbsp;Generate a&nbsp;Valid 2FA&nbsp;Code<\/strong>&nbsp;<\/h3>\n\n\n\n<p>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.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-changed-phones-or-reinstalled-your-authenticator-app\"><strong>3.&nbsp;Changed&nbsp;Phones or&nbsp;Reinstalled&nbsp;Your&nbsp;Authenticator&nbsp;App<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Authenticator apps don\u2019t automatically transfer accounts unless you restore them from a backup, so the original link may no longer exist.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-stuck-during-2fa-setup-or-login\"><strong>4.&nbsp;Stuck&nbsp;During 2FA&nbsp;Setup or&nbsp;Login<\/strong>&nbsp;<\/h3>\n\n\n\n<p>This often happens when the setup is interrupted or the app doesn\u2019t fully register the QR code.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-5-no-longer-receiving-expected-prompts-or-codes\"><strong>5.&nbsp;No&nbsp;Longer&nbsp;Receiving&nbsp;Expected&nbsp;Prompts or&nbsp;Codes<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Some authenticator apps rely on background permissions or notifications, and battery-saving settings or VPNs can restrict them.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-quick-fix-to-try-first-resolves-most-issues\"><strong>Quick Fix to Try First (Resolves Most Issues)<\/strong>\u00a0<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-sync-your-device-s-date-amp-time-most-effective-fix\"><strong>Sync Your Device\u2019s Date &amp; Time (Most Effective Fix)<\/strong>\u00a0<\/h3>\n\n\n\n<p>Authenticator apps generate\u00a0<strong>time-based, one-time codes<\/strong>. If your device\u2019s clock falls even slightly out of sync, the system may reject valid codes.\u00a0<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>What to Check Immediately<\/strong><\/summary>\n<ul class=\"wp-block-list\">\n<li>Set\u00a0<strong>Date &amp; Time<\/strong>\u00a0to\u00a0<strong>Automatic<\/strong>\u00a0<\/li>\n\n\n\n<li>Enable\u00a0<strong>Automatic Time Zone<\/strong>\u00a0<\/li>\n<\/ul>\n<\/details>\n\n\n\n<h6 class=\"wp-block-heading\" id=\"htoc-app-specific-guidance\"><strong>App-Specific Guidance<\/strong>\u00a0<\/h6>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Google Authenticator<\/strong><\/summary>\n<ul class=\"wp-block-list\">\n<li>Open the app\u00a0<\/li>\n\n\n\n<li>Go to\u00a0<strong>Settings \u2192 Time correction for codes \u2192 Sync now<\/strong>\u00a0<\/li>\n<\/ul>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Microsoft Authenticator\u00a0<\/strong><\/summary>\n<ul class=\"wp-block-list\">\n<li>Ensure your phone\u2019s system\u00a0<strong>date and time are set to Automatic<\/strong><\/li>\n<\/ul>\n<\/details>\n\n\n\n<p><strong>TIP<\/strong>: This step alone resolves\u00a0most\u00a0authenticator-related login failures.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-common-fixes-for-invalid-or-rejected-codes\"><strong>Common Fixes for Invalid or Rejected Codes<\/strong>\u00a0<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-confirm-you-re-entering-the-correct-code\"><strong>1. Confirm\u00a0You\u2019re\u00a0Entering the Correct Code\u00a0<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-authenticator-codes-refresh-every-30-seconds-so-it-is-important-to-ensure-you-are-using-the-most-valid-one-at-that-moment\">Authenticator codes refresh every\u00a0<strong>30\u00a0seconds<\/strong>,\u00a0so it is important to ensure you are using the most valid one at that moment\u00a0<\/li>\n\n\n\n<li id=\"htoc-enter-the-current-6-digit-code\">Enter the\u00a0<strong>current 6-digit code<\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-ensure-the-code-matches-your-1-grid-account-and-not-another-saved-entry\">Ensure the code matches your\u00a0<strong>1-grid account<\/strong>,\u00a0and\u00a0not another saved entry\u00a0<\/li>\n<\/ul>\n\n\n\n<p><a href=\"TIP: If the countdown is almost finished, wait for the next code before entering it.\">TIP: If the countdown is almost finished, wait for the next code before entering it.<\/a>\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-restart-and-update-the-authenticator-app\"><strong>2. Restart\u00a0and\u00a0Update the Authenticator App\u00a0<\/strong><\/h3>\n\n\n\n<p>Temporary&nbsp;app&nbsp;or device issues can interrupt code&nbsp;generation,&nbsp;causing trouble with completing the&nbsp;initial&nbsp;setup or usage of the app.&nbsp;<\/p>\n\n\n\n<p><strong>Try this sequence:<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-fully-close-the-authenticator-app-and-confirm-that-it-s-not-running-in-the-background\">Fully close the authenticator app and confirm that it\u2019s not running in the background.\u00a0<\/li>\n\n\n\n<li id=\"htoc-restart-your-phone\">Restart your phone\u00a0<\/li>\n\n\n\n<li id=\"htoc-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\">Update the app to the latest version from the App Store or Play Store\u00a0for the app specifically, or from the relevant platform that you are using\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-review-app-permissions-and-check-background-activity\"><strong>3. Review App Permissions\u00a0and Check\u00a0Background Activity\u00a0<\/strong><\/h3>\n\n\n\n<p>Authenticator apps may rely on background access to function reliably.\u00a0This is why it is important to check that:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-app-notifications-are-enabled\">App notifications are enabled\u00a0<\/li>\n\n\n\n<li id=\"htoc-battery-optimisation-or-power-saving-mode-is-disabled-especially-on-android\">Battery optimisation or power-saving mode is disabled (especially on Android)\u00a0<\/li>\n\n\n\n<li id=\"htoc-background-app-activity-is-allowed\">Background app activity is allowed\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-disable-vpns-or-restricted-networks\"><strong>4. Disable VPNs or Restricted Networks\u00a0<\/strong><\/h3>\n\n\n\n<p>In some cases,&nbsp;<a href=\"https:\/\/protonvpn.com\/?srsltid=AfmBOorn_QUED0TBcIHu8v2ctxbODXQVcFLw6Moh7Fq3JwS1MY47KS6B\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>VPNs<\/strong><\/a><strong>&nbsp;<\/strong>or restrictive networks can interfere with&nbsp;authentication&nbsp;so consider switching to a different connection method when using&nbsp;your&nbsp;authenticator app.&nbsp;<\/p>\n\n\n\n<p><strong>What to try:<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-temporarily-disable-any-vpn-you-may-be-using\">Temporarily disable any\u00a0<a href=\"https:\/\/protonvpn.com\/?srsltid=AfmBOorn_QUED0TBcIHu8v2ctxbODXQVcFLw6Moh7Fq3JwS1MY47KS6B\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>VPN<\/strong><\/a><strong>\u00a0<\/strong>you may be using\u00a0<\/li>\n\n\n\n<li id=\"htoc-log-in-using-your-mobile-data-or-a-standard-home-internet-connection\">Log in using\u00a0your\u00a0mobile data or a standard home internet connection\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-when-re-syncing-the-app-is-needed\"><strong>When Re-Syncing the App Is Needed<\/strong>&nbsp;<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-remove-to-re-add-the-authenticator-entry\"><strong>Remove\u00a0to\u00a0Re-Add the Authenticator Entry<\/strong>\u00a0<\/h3>\n\n\n\n<p>If the setup was interrupted or the codes are invalid,\u00a0<a href=\"https:\/\/1grid.co.za\/knowledge\/adding-an-account-for-2fa-using-an-authenticator-app\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>re-registering<\/strong><\/a><strong>\u00a0<\/strong>the\u00a0authenticator\u00a0connection often fixes the issue quickly.\u00a0<\/p>\n\n\n\n<p><strong>What to do next:<\/strong>&nbsp;<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li id=\"htoc-remove-the-1-grid-account-from-your-authenticator-app\">Remove the\u00a0<strong>1-grid account<\/strong>\u00a0from your authenticator app\u00a0<\/li>\n\n\n\n<li id=\"htoc-contact-our-support-team-to-request-a-secure-authenticator-reset\">Contact our Support Team to request a\u00a0<strong>secure authenticator reset<\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-log-in-again-and-scan-the-new-qr-code-to-re-link-the-app\">Log in again and scan the\u00a0<strong>new QR code<\/strong>\u00a0to re-link the app\u00a0<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\"><\/ol>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\"><\/ol>\n\n\n\n<p><strong>IMPORTANT:&nbsp;<\/strong>This creates a fresh, correctly synced authentication connection.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-if-you-ve-bought-a-new-phone-or-lost-your-existing-one\"><strong>If&nbsp;You\u2019ve&nbsp;Bought a New Phone&nbsp;or Lost Your&nbsp;Existing&nbsp;One<\/strong>&nbsp;<\/h2>\n\n\n\n<p>If you&nbsp;lost or&nbsp;switched devices and&nbsp;didn\u2019t&nbsp;restore your authenticator app from a backup, you can:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-use-your-backup-codes-if-saved-during-setup-or-any-login-attempts-using-this-or\">Use your\u00a0<a href=\"https:\/\/1grid.co.za\/knowledge\/two-factor-authentication-2fa\/#htoc-using-backup-code\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>backup codes<\/strong><\/a>\u00a0(if saved during setup\u00a0or any login attempts using this), or\u00a0<\/li>\n\n\n\n<li id=\"htoc-contact-our-support-team-for-identity-verification-and-a-secure-reset-on-your-new-device-so-that-you-can-restart-the-process\">Contact our Support Team for\u00a0<strong>identity verification and a secure reset<\/strong>\u00a0on your new device\u00a0so that you can restart the process.\u00a0<\/li>\n<\/ul>\n\n\n\n<p><strong>IMPORTANT:<\/strong> For security reasons, we can\u2019t bypass authentication checks, but we\u2019ll guide you through a safe and secure recovery process.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-important-things-to-keep-in-mind\"><strong>Important Things to Keep in Mind<\/strong>&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"htoc-authenticator-apps-work-offline-but-rely-on-accurate-device-time\">Authenticator apps work\u00a0<strong>offline<\/strong>, but rely on\u00a0accurate\u00a0device time\u00a0<\/li>\n\n\n\n<li id=\"htoc-login-issues-are-usually-technical-not-security-related\">Login issues are usually technical, not security-related\u00a0<\/li>\n\n\n\n<li id=\"htoc-we-can-assist-with-resetting-authentication\">We can\u00a0assist\u00a0with\u00a0<strong>resetting authentication<\/strong>\u00a0<\/li>\n\n\n\n<li id=\"htoc-we-cannot-bypass-verification-steps-as-this-protects-your-account\">We cannot bypass verification steps, as this protects your account\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-our-scope-of-support\"><strong>Our&nbsp;<\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Scope of Support<\/strong><\/a><strong><\/strong>&nbsp;<\/h2>\n\n\n\n<p>If\u00a0you\u2019re\u00a0stuck and need any\u00a0additional\u00a0guidance or support,\u00a0here\u2019s\u00a0an outline of what we can do and what is not within\u00a0our<strong>\u00a0<\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Scope of Support<\/strong><\/a>.\u00a0<\/p>\n\n\n\n<p><strong><\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\/#htoc-standard-support-included\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Included Support<\/strong><\/a><strong><\/strong>&nbsp;<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>What We Can Help With<\/strong><\/summary>\n<ul class=\"wp-block-list\">\n<li>Resetting\u00a0or understanding 2FA\u00a0<\/li>\n\n\n\n<li>Login issues related to 2FA&nbsp;<\/li>\n\n\n\n<li>Guidance on&nbsp;using backup codes&nbsp;<\/li>\n<\/ul>\n\n\n\n<p id=\"htoc-we-ll-guide-you-through-the-next-steps-securely-and-as-smoothly-as-possible\">We\u2019ll&nbsp;guide you through the next steps securely and as smoothly as possible.&nbsp;<\/p>\n<\/details>\n\n\n\n<p><strong><\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\/#htoc-11111111\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Outside Our Scope<\/strong><\/a><strong><\/strong>&nbsp;<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>What We&#8217;re Unable to Assist With<\/strong><\/summary>\n<ul class=\"wp-block-list\">\n<li>Bypassing\u00a0any\u00a0security\u00a0authentication checks\u00a0or providing backup codes\u00a0<\/li>\n<\/ul>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-faqs\"><strong>FAQs<\/strong><strong>&nbsp;<\/strong><strong>&nbsp;<\/strong>&nbsp;<\/h2>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q. Can I use my mobile to complete 2FA if I access Customer Zone from my\u00a0mobile?\u00a0\u00a0<\/strong><\/summary>\n<p id=\"htoc-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\">Yes, you can absolutely\u00a0complete Two-Factor Authentication (2FA) entirely from your mobile device without using a computer.\u00a0You can complete this by<strong>\u00a0<\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/two-factor-authentication-2fa\/#htoc-logging-in-after-2fa-setup-using-the-mobile-only-method-use-a-backup-code\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>using Backup Codes<\/strong><\/a>\u00a0and selecting \u201cLogin using Backup Code\u201d from the Two-Factor Authentication pop-up in your Customer Zone.\u00a0\u00a0<\/p>\n\n\n\n<p id=\"htoc-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\">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.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q. What happens if I\u00a0delete\u00a0my authenticator app?\u00a0\u00a0\u00a0<\/strong><\/summary>\n<p id=\"htoc-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\">If you remove the app without a backup, you lose the saved account links.\u00a0You\u2019ll\u00a0need to use a\u00a0<strong>backup code<\/strong>\u00a0or contact Support for a\u00a0<strong>secure 2FA reset<\/strong>.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q. Can I install my authenticator app on multiple devices?\u00a0\u00a0\u00a0\u00a0<\/strong><\/summary>\n<p id=\"htoc-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\">Some apps support multi-device syncing (like Authy), but not all do.\u00a0For security reasons, we recommend\u00a0<strong>one primary device<\/strong>\u00a0unless you are confident in the app\u2019s secure sync features.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q. Can Support send me my authenticator codes?<\/strong><\/summary>\n<p id=\"htoc-your-authenticator-app-generates-codes-directly-on-your-device-to-keep-your-account-secure-this-protects-your-account-and-prevents-identity-based-compromises\">Your authenticator app <strong>generates codes directly on your device<\/strong> to keep your account secure.\u00a0This protects your account and prevents identity-based\u00a0compromises.\u00a0<\/p>\n<\/details>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Q. What if\u00a0I\u2019m\u00a0not receiving codes or prompts?\u00a0\u00a0\u00a0 \u00a0<\/strong><\/summary>\n<p id=\"htoc-common-causes\">Common causes:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Disabled notifications&nbsp;<\/li>\n\n\n\n<li>Battery optimisation&nbsp;<\/li>\n\n\n\n<li>VPN\/network restrictions&nbsp;<\/li>\n\n\n\n<li>App permission issues&nbsp;<\/li>\n<\/ul>\n\n\n\n<p id=\"htoc-enabling-notifications-and-disabling-battery-optimisation-typically-resolves-this\">Enabling notifications and disabling battery optimisation typically resolves this.&nbsp;<\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-additional-resources\"><strong>Additional&nbsp;Resources<\/strong>&nbsp;<\/h2>\n\n\n\n<p><a href=\"https:\/\/1grid.co.za\/knowledge\/two-factor-authentication-2fa\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Two-Factor Authentication (2FA)<\/strong><\/a><strong>\u00a0<\/strong>\u00a0<br><a href=\"https:\/\/1grid.co.za\/knowledge\/?s=password&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>All About Passwords\u00a0at 1-grid<\/strong><\/a>\u00a0<br><a href=\"https:\/\/1grid.co.za\/knowledge\/adding-an-account-for-2fa-using-an-authenticator-app\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>How to Add an Account for 2FA Using an Authenticator App<\/strong><\/a><strong>\u00a0<\/strong>\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-need-additional-support\"><strong>Need Additional Support?<\/strong>&nbsp;<\/h2>\n\n\n\n<p><strong>We&#8217;re&nbsp;Here to&nbsp;<\/strong><a href=\"https:\/\/1grid.co.za\/knowledge\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Help<\/strong><\/a><strong>:<\/strong>&nbsp;<\/p>\n\n\n\n<p>Troubleshooting Authenticator App issues to complete\u00a0Two-Factor Authentication (2FA)\u00a0on your\u00a01-grid Customer Zone\u00a0doesn\u2019t\u00a0have\u00a0to feel technical with\u00a0this\u00a0easy-to-reference guide. Stuck?\u00a0Check out our\u00a0<a href=\"https:\/\/1grid.co.za\/knowledge\/1-grid-scope-of-support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Scope of Support<\/strong><\/a>, and then contact our Support Team for\u00a0further\u00a0clarity and\u00a0guidance\u00a0(<a href=\"https:\/\/1grid.co.za\/contact-us\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>https:\/\/1grid.co.za\/contact-us\/<\/strong><\/a>).\u00a0We&#8217;re\u00a0ready to see how we can help!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most authentication problems when&nbsp;trying&nbsp;to&nbsp;add your 1-grid account for 2FA for&nbsp;use&nbsp;with&nbsp;an Authentication App&nbsp;like Google Authenticator, Microsoft Authenticator or&nbsp;Authy, to name a few,&nbsp;are caused by small,&nbsp;and&nbsp;fixable issues.&nbsp;&nbsp; In most cases, access can be restored in minutes without compromising your&nbsp;account&#8217;s&nbsp;security.&nbsp;If something feels wrong,&nbsp;it\u2019s&nbsp;usually technical, not a&nbsp;breach,&nbsp;so&nbsp;there\u2019s&nbsp;no need to panic!&nbsp; This guide will help&#8230;<\/p>\n","protected":false},"author":21,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"ht-kb-category":[9,1179],"ht-kb-tag":[1574,1578,1587,1590,1589,1044,1046,1575],"class_list":["post-34195","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-customer-zone","ht_kb_category-my-account","ht_kb_tag-2fa","ht_kb_tag-authenticator-app","ht_kb_tag-backup-codes","ht_kb_tag-invalid-code","ht_kb_tag-lost-phone","ht_kb_tag-troubleshoot","ht_kb_tag-troubleshooting","ht_kb_tag-two-factor-authentication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - 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