| Issue | Troubleshoot |
|---|---|
| The codes that Google Authenticator is generating aren't working when I enter them. | This might be because the time on your Google Authenticator app is not synced correctly. To make sure that you have the correct time:
On the next screen, the app will confirm that the time has been synced, and you should now be able to use your codes to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date and Time settings. This can also be resolved by setting your Android or iPhone to automatically update it's time. For an iPhone this is Setting > General, Date and time > Automatically correct time. |
| There isn't a Google Authenticator App on my mobile device. | If you can't find Google Authenticator on your mobile device then it means that it has not been downloaded on to your device yet (as it doesn't come bundled with your device when you buy it). You will need to download the Google Authenticator App onto your device from the appropriate location. |
| Google Authenticator App is installed on my smart phone but won't launch when I tap the icon. | Restart your mobile device. Once you have done that it should launch. |
| I've restarted my mobile device but the Google Authenticator App still won't launch when I tap on the icon | The app probably didn't download and install properly when you first installed it. Delete it from your mobile device and go through the download and installation process again. |
| I've restarted my mobile device, re-installed the Google Authenticator App but it still won't launch when I tap on the icon. | Your mobile device may not support Google Authenticator. Please try another device or contact support for further assistance. |
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