Most 2FA problems come from a phone clock that is out of sync or a phone you have replaced. Two-factor authentication (2FA) protects access to your Accountable account: in addition to your password, a 6-digit code generated by your authenticator app (Google Authenticator, Microsoft Authenticator or similar) is required at login. Haven't activated it yet? Follow our article "How to activate Two-Factor Authentication (2FA)".
This article covers the four most common 2FA issues: an invalid code, a new phone, using your recovery code, and what to do if you have neither your app nor your recovery code.
ℹ️ This article only covers the 2FA used to log in to your Accountable account. If your issue is about the SMS code used to confirm a banking operation on Accountable Banking, have a look at "I don't receive a text message to perform two factor authentication" or "I don't have the phone number for 2FA anymore" instead.
❌ "The code is invalid" even though I'm entering it correctly
Authenticator codes change every 30 seconds and are based on your phone's clock. If your device's time is off, even by a few seconds, the codes will be rejected.
Check that your phone's date and time are set to "automatic" (Settings → Date & Time).
Wait for a fresh code to appear in the app and enter it immediately.
Check that you are using the right entry in your authenticator app: if you have several accounts, make sure to select the Accountable one.
📱 I changed my phone
Your authenticator app didn't make the move? Two things to try first:
Check whether your authenticator app is still installed on another device (old phone, tablet). Google Authenticator and Microsoft Authenticator can sync your codes across devices when you are signed in with the same Google/Microsoft account: reinstall the app on your new phone and sign in, and your codes may reappear.
Otherwise, use your recovery code (see below).
💡 Tip for next time: before switching phones, transfer your accounts in your authenticator app ("Transfer accounts" in Google Authenticator), or temporarily deactivate 2FA in your Accountable settings and reactivate it on the new phone.
🔑 Using your recovery code
When you activated 2FA, you received a unique recovery code to store safely. If you no longer have access to your authenticator app, this code lets you recover access to your account:
On the screen asking for the six-digit verification code, click "Don't have access to your phone? Enter your recovery code".
Enter your recovery code and click "Verify".
Once logged in, we recommend setting up 2FA again in Settings → Login methods, so you have a fresh setup with your new authenticator app (and a new recovery code).
⚠️ The recovery code is only shown once, when activating 2FA. It cannot be viewed again afterwards.
🆘 No authenticator app AND no recovery code?
Contact us via the chat, via support@accountable.eu, or via the "Need help? Contact your Tax Coach" link directly on the login screen.
To protect your data, we will first need to verify your identity before resetting the two-factor authentication on your account. This security procedure can take a little time, but it guarantees that only you can access your account.
Key takeaways
An invalid code is almost always caused by a phone clock that is not set to automatic: fix the time setting and re-enter a fresh code.
If you changed phones, check whether your authenticator app can sync codes via your Google or Microsoft account before doing anything else.
Your recovery code (saved when you first activated 2FA) lets you regain access without your authenticator app.
If you have neither your app nor your recovery code, contact support: identity verification is required before 2FA can be reset.
Need help? Chat with us or email support@accountable.eu, we're happy to help.