2-Step Verification is not working
Time synchronisation (most common cause)
In most cases, 2-Step Verification fails because the time on your devices is not synchronised. Authenticator app codes are time-based - the 6-digit code changes every 30 seconds - and for them to work correctly, the date and time on the device where you sign in must match the date and time on the device generating the code.
If the time and date are out of sync by more than two minutes, your code will be rejected.
How to fix it
- On your phone - Go to your device's date and time settings and enable automatic time synchronisation (sync with the network).
- On your computer - Make sure the system clock is set correctly. Enable automatic time updates in your operating system settings.
After syncing the time, generate a new code in your authenticator app and try again.
Other common causes
Entering the wrong code
Authenticator app codes change every 30 seconds. Make sure you are entering the most recently displayed code. If the code is about to expire (the timer is almost at zero), wait for the next code.
Using the wrong authenticator entry
If you have multiple accounts set up in your authenticator app, make sure you are using the code for your LuxID Account specifically.
SMS codes not arriving
If you are using SMS as your 2-Step Verification method and the code is not arriving:
- Check that your phone has signal.
- Make sure your phone's text-message inbox is not full.
- There is a limit to the number of codes you can request in a given period. If you have exceeded this limit, wait before trying again.
- Your mobile network may be filtering the LuxID sender - some carriers run a "do not disturb" or anti-spam service that blocks automated messages. Ask your provider to allow messages from LuxID.
- Try requesting a voice call instead, if that option is available.
Try a different 2-Step Verification method
If you have set up more than one 2-Step Verification method on your LuxID Account, try using a different one. When prompted for your 2-Step Verification code during sign-in, look for an option to use an alternative verification method.
Lost your 2-Step Verification device?
If you no longer have access to the device you use for 2-Step Verification, see What to do if you have lost your 2-Step Verification device.
Still not working?
If you have synced your devices and are still unable to sign in, contact LuxID support.