Common Solutions
- Disconnect from any VPN connections.
- Double check to make sure you are entering the most up-to-date code. The Authenticator app automatically generates a new 6-digit code 1) each time you open the app, and 2) every 30 seconds when the app is in use.
- Try uninstalling and reinstalling your Authenticator app. Be sure to turn off two step verification before uninstalling the app to avoid being locked out of your account, and then re-enable two step verification once the app is reinstalled and working correctly.
"Incorrect Code" error occurs when I enter the code provided by my Authenticator app
Check the date and time on your device. The most common cause for the "Incorrect Code" error is that the time on your Authenticator app is not synced properly.
For Android users using Google Authenticator:
Go to the Main Menu on the Google Authenticator app
Select Settings, Time correction for codes, Sync now
For iOS (iPhone) users:
Go to the iPhone Settings App (your phone settings area)
Select General, Date & Time, Enable Set Automatically
If it is already enabled, disable it, wait a few seconds and re-enable
I can’t use my phone to download an Authenticator app / Alternative verification options
If you do not have access to a smartphone but you would still like to enable two step verification for additional security, you have two options:
Using a desktop browser like Google Chrome, go to the Two Step Verification pop-up in your Account Settings page
Copy “The manual entry key”
Please note: backup codes can only be used once each
I lost my phone / I have a new phone
Using a desktop browser (i.e. Google Chrome), go to your Account Settings
Click on the alternative verification options button to use the code from SMS (you should have a connected and verified phone number associated with your profile).
Turn off your two step verification.
Download Google Authenticator or Microsoft Authenticator to your new phone.
Enable two-factor authentication once again with your new phone.
Someone breached my account and activated two step verification
Please email support from the email address associated with your compromised account.
Request to clear all sessions, two-step verification, and payment card information.
Once that is complete, you may use the “Forgot password” functionality to request a reset link for your account.
If you believe that your email may be compromised, we suggest you change your email address and turn on the two-step verification using the instructions above.
If you do not have access to your email account associated with your account, and you are a Creator, you will need to verify ownership of your account with two forms of ID.
Once verified, Support Staff can change the email address associated with your Account.
