Two-factor problems
The code from my authenticator app is refused
Likely cause: Codes change every 30 seconds and depend on your phone's clock. If the clock is wrong, so are the codes.
Set your phone’s date and time to update automatically, then enter the newest code.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The text with my code hasn't arrived
Likely cause: Texts can be slow, or the number may have changed.
Wait a minute, then choose Send another code. Each code works for 10 minutes. If you also use an authenticator app, choose Use your authenticator app instead.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
I've lost my phone
Likely cause: Your codes come from the phone you no longer have.
On the sign-in code screen, choose Use a recovery code instead and enter a saved code. Each works once. Once you’re in, open Settings, then Login & security. Turn two-factor off and on again with your new phone, and choose New recovery codes.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
I've no recovery codes left, or I've lost them
Likely cause: Recovery codes are shown only once, when you set up two-factor or ask for new ones.
If you can still sign in, choose New recovery codes now, in Settings under Login & security. If you can’t, email support@tuppence.ai from the address you sign in with. We’ll check it’s you before we help.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Sent back to the password screen
Likely cause: Too much time passed between your password and your code, or there were too many wrong codes.
Enter your email and password again, then the newest code.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.