Two-factor authentication isn't working

What's happening

Two-factor authentication (sometimes shown as 2FA or two-step verification) adds a second check after your password to make sure it is really you. If it isn't working, it is usually because the code has expired, the wrong device is being used, or your phone's clock is slightly out — not because anything is broken.

Don't worry: these are all quick to sort out.

Try this first

• Make sure you are entering the most recent code — codes refresh often and expire quickly.
• Enter each digit carefully; a single wrong number will be rejected.
• If you use an authenticator app, check your phone's date and time are set to update automatically.
• If the code comes by SMS or email, make sure that device has signal or is online.

Step by step

1. On the verification screen, request a new code if there is an option to.
2. Wait for the latest code, then enter it straight away before it expires.
3. If you use an authenticator app and codes keep failing, set your phone's clock to automatic — an out-of-sync clock is a common cause.
4. Try once more with a fresh code.

If that didn't work

If you have a new phone or lost access to the device that receives your codes, you may not be able to complete the second step at all. This is common after switching phones. Our guide on what to do when a verification code doesn't arrive covers the related steps, and we can help reset the second step for you.

Who to contact

If you still can't get through, contact us through the Help Centre. We can verify your identity another way and reset your two-factor setup so you can sign in again. Let us know if you have changed phones, as that often explains the issue.