Two-Factor Authentication Problems
Two-factor authentication (2FA) adds a second step to login, usually a code from your phone, to keep your account safe even if your password is stolen. Occasionally that second step itself causes trouble — a code does not arrive, or the app shows the wrong number.
These problems are common and fixable. This guide explains the usual causes and how to get back in without weakening your security.
Why Codes Fail
A few everyday issues cause most 2FA headaches.
- The clock on your phone is slightly out of sync.
- An SMS code is delayed or never arrives.
- You changed phones without moving the authenticator app.
- You are entering an old, already-expired code.
What to Try
Work through these steps before asking for help.
- Wait for a fresh code, as each one expires quickly.
- Check your phone's time is set to update automatically.
- Use a backup code if you saved any when setting up 2FA.
- Confirm you are entering the code for the right account.
When to Escalate
If you have lost access to your phone or backup codes, raise a ticket so we can verify your identity and reset 2FA securely. Please never disable 2FA permanently to avoid the hassle — it is one of the strongest protections for your account.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.