Two-Factor Authentication Issues
Solutions for common 2FA problems — wrong codes, lost authenticator, and backup code issues.
2FA Code is Being Rejected
Check your phone's clock is correct — TOTP codes are time-based. If your phone's clock is off by more than 30 seconds, the codes will be wrong. Go to your phone's settings and enable automatic time sync.
Use the code immediately — TOTP codes refresh every 30 seconds. Enter the code as soon as you see it, before it refreshes.
Check you are using the right account — if you have multiple entries in your authenticator app (e.g. personal and work), make sure you are copying the code from the SMLLR entry, not another service.
Lost Access to Your Authenticator App
Each backup code can only be used once. Once used, it is invalidated for security.
Use a backup code
On the 2FA login screen, click Use a backup code. Enter one of the one-time backup codes you saved when you set up 2FA.
Log in and disable 2FA
After logging in with a backup code, immediately go to Settings → Security and disable 2FA.
Re-enable 2FA on your new device
Set up 2FA fresh on your new phone by following the 2FA setup guide.
No Backup Codes and Lost Authenticator
If you cannot access your authenticator app AND you do not have your backup codes, contact SMLLR support at [email protected]. We will need to verify your identity before resetting 2FA on your account.
This process may take 24–48 hours for security reasons. Please include:
- Your registered email address
- Your full name
- Any recent invoice numbers or payment reference numbers
- Your GST details if applicable
We take account security very seriously and will not bypass 2FA without thorough identity verification. This protects you in case someone else is trying to access your account.
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