My Acenda 2FA Code Isn't Working. What's Wrong?
It can be frustrating when your two-factor authentication (2FA) code is rejected. Before contacting support, please check these common reasons why your code might be failing.
1. Is Your Phone's Time Synchronized?
Most authenticator apps use Time-Based One-Time Passwords (TOTP). This system requires your phone's clock to be perfectly in sync with global time servers. If your phone's time is off by even a minute, the generated code will not work.
The Fix: Ensure your phone's date and time are set to update automatically.
On iOS: Go to Settings > General > Date & Time and toggle on Set Automatically.
On Android: Go to Settings > System > Date & time and toggle on Set time automatically.
2. Are You Using the Right Code for the Right Account?
This is a simple but common mistake, especially if your authenticator app has many entries.
Check the service name. Make sure you're using the code specifically labeled for your Acenda account.
Wait for a fresh code. The codes regenerate every 30-60 seconds. If you enter a code just as it's about to expire, it might fail. It's best to wait for the timer to reset and use the brand-new code.
3. Did You Recently Change Your Phone?
If you have a new phone, your old 2FA setup will not transfer over automatically. For security reasons, you will need our help to connect your new device.
The Fix: If you have changed devices, please open a ticket with Acenda support. Our team will guide you through a process to validate your identity. Once confirmed, we can reset your 2FA, allowing you to set it up on your new phone.