1. User Guide
  2. Signing In to OpenAir
  3. Signing In Using Two-Factor Authentication (2FA)
  4. Troubleshoot Authenticator Apps

Troubleshoot Authenticator Apps

Occasionally, OpenAir will not accept verification codes generated by your authenticator app. You may get an error message that the code is expired. If your phone (and perhaps your app) are not synchronized to the proper time source, your verification codes will not work.

Important:

If your verification code is refused several times, use the following steps to troubleshoot your authenticator app before you try again. Using an incorrect validation code during 2FA setup or identity verification counts as a failed sign-in attempt. You have a limited number of sign-in attempts, after which you will be locked out of your company's OpenAir account.

Use the following steps to verify your phone and authenticator app settings.

To synchronize time on your phone and your authenticator app:

  1. On your phone, go to the settings screen and locate the settings for date and time.

    • On iOS devices, go to Settings > General > Date & Time. Verify that the switch for the setting Set Automatically is on.

    • On Android devices, go to Settings > System > Date & Time. Verify that the switch for the settings Automatic date & time and Automatic time zone is on.

    Note:

    The navigation path to the date and time settings, and the exact name of the settings varies depending on the type and the version of the operating system software on your phone (iOS or Android). Older software versions on some phones might have a sync time to server setting. Clear the box if the sync time to server setting is checked. Verify that the time on your phone is synchronized to network time.

  2. Some authenticator apps have an internal time synchronization setting. If the time is not correctly synchronized, the verification codes will not work. Refer to the vendor documentation for your authenticator app for steps to correct the time in the app.

    In the Google Authenticator app for Android devices, for example, this setting is called Time correction for codes. Refer to Common issues with 2–Step Verification (External link to Google Support site) for troubleshooting steps.

  3. If synchronizing time does not help you, try resetting 2FA. See Reset Your Two-Factor Authentication (2FA) Settings.

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