Toubleshooting 2FA Login

The following tips will help you troubleshoot a login issue when using Two Factor Authentication (2FA).

To login into Wise-Sync and Wise-Pay, you need three separate pieces of information:

  • Your username
  • Your password
  • A numeric code generated by email or an authentication app on your device

I have a new device, how to I set 2FA up?

You are able to set 2FA up on your new device if you still have your old device, otherwise your Account Administrator is able to do this for you. Refer to the instructions How do I set up 2FA on my new device listed in the FAQ section of Two Factor Authentication (2FA).

I am having 2FA login errors / 2FA codes are not working.

  1. Check the accuracy of the clock on your device. The time-based security code will not validate if the codes are out of sync. 
    1. Set your device to automatically set the Date and Time or ensuring your device is synced with the internet time will help.
  2. If the time on the Authenticator App is not synced correctly, 2FA activation or sign-in attempt may be unsuccessful.
    1. If using Google Authenticator (NOTE: these steps affects the time of your Authenticator app, not your devices time settings)
      1. Go to the Main Menu
      2. Click Settings
      3. Click Time correction for codes
      4. Click Sync now.
  3. Reboot your phone.

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