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Troubleshooting Multi-factor Authentication Issues
Security · Troubleshooting
Locked out by your own 2FA? Let's fix that
Lost your phone, forgot your password, or your authenticator app just won't cooperate — here's the fix for each one.
Reading time
3 minutes
Level
Basic
Covers
Login & app issues
2FA is great at keeping the wrong people out — until it's keeping you out too. Here's how to get back into your account, and how to fix the most common Google Authenticator and Authy hiccups.
In this article
No phone, or it's powered off
If you've lost your device, you can still get in using the recovery code you received when you first set up 2FA:
- Enter your email and password to log in.
- Click Use the recovery code.
- Enter your recovery code.
Important: if you no longer have your recovery code either, you won't be able to log in this way. Contact your system administrator for help regaining access to your account.
Forgot your password
Click Don't remember your password?, right underneath the email and password fields on the login screen. Enter your email address, and you'll receive a link to reset your password.
Removing or disabling MFA
Go to your dashboard's Security section and disable the 2FA feature from there.
Google Authenticator & Authy app issues
If the app itself is acting up rather than your account, check the issue below that matches what you're seeing.
🔢 The codes I enter aren't working
This usually means your app's clock isn't synced correctly. On Google Authenticator:
- Open the main menu
- Select Settings
- Select Time correction for codes
- Select Sync now
The app confirms once synced — your codes should work right after. This only adjusts the app's internal clock, not your device's actual date and time settings.
You can also fix this by setting your phone to update its time automatically. On iPhone: Settings → General → Date & Time → Set Automatically.
📲 There's no Google Authenticator app on my phone
It doesn't come pre-installed on any device — you'll need to download it yourself from the Play Store (Android), App Store (iOS), or Windows Store (Windows devices).
🚫 The app is installed but won't open
Restart your phone — that resolves it most of the time.
🔁 Still won't open after restarting
It likely didn't download or install correctly the first time. Delete the app, then download and install it again from scratch.
📵 Still won't open after reinstalling
Your device may not support Authy or Google Authenticator. Try a different device.
📷 The app won't scan the QR code
Restart your phone and try scanning again.
Still stuck? Remove the scanner app (this step doesn't apply on iOS) and reinstall it, then restart your phone and try again.
If that still doesn't work, your device may not support the app — try a different one.
❓ Frequently asked questions
I lost both my device and my recovery code — what now?
Contact your system administrator. Without either one, you won't be able to log back in on your own.
Does syncing the time in Google Authenticator change my phone's clock?
No. It only corrects the app's internal time used to generate codes — your device's actual date and time settings stay untouched.
Can I disable 2FA temporarily and turn it back on later?
You can disable it from the Security section of your dashboard, but remember 2FA is mandatory for every Reloadly account — re-enable it as soon as you can.
None of these steps fixed my issue — what else can I do?
Reach out to tickets@reloadly.com and our team will help you sort it out.
Still locked out?
Our support team can help you get back in.