Here are some of the common errors that are associated with receiving 2 FA codes and the troubleshooting tips that can aid in resolving the issue:
Error 1: Using the wrong authentication option
Currently, the 2 FA can only be enabled either via SMS or by using an authenticator application. Thus, the code can only be sent using these 2 options. It can not be sent via email or provided on call or chat. If you don't remember the option you used to set it up, please contact our Customer Success team.
Error 2: Delayed 2 FA SMS codes
Some of the issues associated with the 2-step verification codes include the SMS messages being delayed or the code not being accepted by the website.
When this happens, please use the google chrome web browser > incognito mode > try signing back in using this tab > request for a new code.
If the problem still persists please contact our Customer Success team.
Error 3: Updating your phone number
Clients using the sms option (for 2 FA) need to update their phone numbers on Veem once they change/start using a new phone number. Thus, the 2 FA setup needs to be disabled/reset first, to be able to set it up with the new number. To achieve this, please contact our Customer Success team.
Error 4: Updating the authenticator app
Clients using authenticator apps (for 2 FA) need to update their 2 FA setup if they deleted the app or once they change/start using a new phone - as they'll need to re-install the app again. Thus, the 2 FA setup needs to be disabled/reset first, to be able to set it up with the app again. To achieve this, please contact our Customer Success team.
Error 5: Locked accounts
In case the account gets locked due to numerous unsuccessful login attempts by entering the wrong code, you will be notified via email about this. To unlock your account, please contact our Customer Success team.
Changing the 2 FA Set up:
If you would like to use another phone number/authenticator app for the 2 FA, please follow the steps below:
- Log in to your Veem account
- Go to settings > Security Tab
- Click on the option to "Change 2 FA"
- You'll be required to enter a code (that will be sent to the existing phone number/authenticator app previously used)
- Click "Confirm"
Thereafter, you'll have the option of updating the phone number/using a new authenticator app.
NOTE: This option can only be used by clients that can access the current phone number/authenticator app that was used to set up 2 FA initially.
To learn more about the 2 step verification options we currently offer, please click here.
Need more help? You can chat or call our Customer Success team here.