Troubleshoot Authenticator Apps

Occasionally, NetSuite 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 you have entered several codes in a row that have been refused, do not keep trying codes from your app. After six failed attempts, you will lock yourself out of NetSuite.

If you need access to NetSuite right away, change the method by which you will receive the next code. For example, click SMS message, Voice call, or Backup codes.

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

To synchronize time on your phone:

  1. Go to Settings on your phone. Locate the settings for date and time.

    The navigation path to the date and time settings, and the exact name of the settings varies depending on the type of phone you have (Apple or Android) and the version of the operating system (OS) software on your phone.

  2. If you have an iPhone, go to Settings > General > Date & Time. Verify that the switch for the setting Set Automatically is on.

  3. If you have an Android, go to Settings > System > Date & Time. Verify that the switch for the settings Automatic date & time and Automatic time zone is on.

  4. 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.

To synchronize time on your Google Authenticator app:

The Google Authenticator app has an internal time sync setting, Time correction for codes. If the time is not correctly synchronized, the verification codes will not work. A Google Support site, Common issues with 2–Step Verification, details the steps for correcting the time in the app. Scroll down to the bottom of the page to the My Google Authenticator codes aren’t working (Android) entry.

For more information, see the following topics:

Related Topics

Set up Your Preferences for Two-Factor Authentication (2FA)
Complete Your 2FA Setup
Supported Authenticator Apps

General Notices