My Authenticator App 2FA code doesn't work (Permission Denied error)

There are two common reasons why the 2FA code from your phone's authenticator app won't work.

(1) Mixing up multiple 2FAs

We allow clients to create 2FAs for four different account functions:

If you create 2FA for more than one of these functions, please make sure they are properly labelled within your authenticator app(s) so you know which code is for what.

By default, below is how the 2FA codes will appear when scanned into Google Authenticator:

Authenticator_App_2FA.png

 

(2) Out-of-sync Time

Authenticator App 2FA codes are based on time and thus require the time on your phone to be perfectly in-sync with the official time.

You can disconnect your phone from the internet and as long as its time is still correct, it will successfully generate correct 2FA codes. (Note that manual time settings and offline devices eventually slip out of sync).

If your phone's time is out of sync, the best way to fix it is to change the time settings on your phone from "Manual" to "Automatic".

On iPhone On Android
  • Go to the Settings app
  • Select General
  • Select Date & Time
  • Enable Set Automatically
  • Go to the Settings app
  • Select General Management
  • Select Date and Time
  • Enable Automatic date and time

Android instructions may vary slightly depending on the manufacturer of the phone.

Alternatively, you can try the Time Sync feature if you use Google Authenticator for Android.