Every time you sign in to Acenda, you enter a 6-digit code from the authenticator app on your phone. If Acenda doesn't accept the code, you'll see Invalid authenticator code. under the One-time code box.
Skip the codes: sign in with Google. Acenda supports Google Single Sign-On (SSO), and we highly recommend it as a more convenient alternative to 2FA codes. No authenticator app, no 6-digit codes, no clock problems. Just choose the Google sign-in option on the Acenda login page and sign in with your Google account. If you need Google sign-in turned on for your account, contact Acenda Support.
Almost every rejected code comes down to one of three things: your phone's clock, the wrong entry in your authenticator app, or a code that changed before you clicked Sign In. Work through the quick checks below before you contact Acenda Support.
How Acenda's 2FA works: Two-factor authentication is required for every Acenda admin user who signs in with a username and password, and it can't be turned off. Codes are 6 digits and change every 30 seconds. They come from an authenticator app such as Google Authenticator, Microsoft Authenticator or FreeOTP. Acenda doesn't send codes by text or email, and there are no backup codes.
Quick checks
Set your phone's clock to update automatically. Codes are calculated from the current time, so your phone's clock has to match. Acenda accepts a code that's up to about 30 seconds early or late. If your clock is off by more than that, every code will be rejected. Menu names may vary by device:
iPhone: Settings > General > Date & Time, then turn on Set Automatically.
Android: Settings > System > Date & time, then turn on Set time automatically.
Then wait for a new code in your app and try again.
Use the Acenda entry in your authenticator app. If your app holds codes for several services, check that you're reading the one for Acenda, usually shown with your Acenda username. If you see more than one Acenda entry, an older one may be from a previous setup. Old entries stop working after a 2FA reset.
Wait for a fresh code. Each code lasts 30 seconds, and most apps show a countdown. If the timer is almost out, wait for the next code, then type it and click Sign In straight away. Enter just the 6 digits, with no spaces.
Tip: If several codes in a row are rejected, stop and recheck your phone's clock (step 1). Trying more codes won't fix a clock or app problem.
New or lost phone
Your codes come from the authenticator app on your phone, not from your Acenda account. A new phone won't show your Acenda codes unless you move the app's accounts over to it.
Switching phones? Move your authenticator app to the new phone before you wipe, reset or trade in the old one. Many apps, including Google Authenticator and Microsoft Authenticator, have a transfer or backup option (the steps vary by app). Once the Acenda code shows on the new phone, sign in once to test it. If it works, you don't need a reset.
If you've already lost access to your codes, you'll need Acenda Support to reset your 2FA. Follow the steps in How do I reset my Two-Factor Authentication (2FA) for the Acenda Admin Tool?. In short, you email Support with the subject line 2FA Reset Request, and Support verifies your identity before resetting it.
After the reset, the next time you sign in, Acenda shows the Mobile Authenticator Setup screen after your username and password:
Install an authenticator app on your phone if you don't have one. The screen lists the supported apps.
Open the app and scan the barcode (QR code) on the screen. If you can't scan it, click Unable to scan? and type the key into your app instead.
Enter the 6-digit One-time code from the app. You can also add a Device Name, such as "Work phone".
Click Submit. You're signed in, and from now on you'll use this new code.
Delete any old Acenda entry from your authenticator app so you don't mix them up.
Troubleshooting and FAQ
Is there a way to avoid 2FA codes altogether? Yes. Sign in with Google instead. Acenda supports Google Single Sign-On, and we highly recommend it because it's much more convenient. Choose the Google sign-in option on the Acenda login page, or contact Acenda Support if you need it turned on.
The code works on one device but not another: Each device makes its codes from its own clock, so check that the clock is set automatically on the device that fails. If that device's Acenda entry is from before a 2FA reset, it's no longer valid. Delete it and use the device that works.
I deleted my authenticator app or the Acenda entry: The codes can't be recovered, and Acenda doesn't provide backup codes. Request a reset using How do I reset my Two-Factor Authentication (2FA) for the Acenda Admin Tool?.
A teammate can't sign in: Only Acenda Support can reset 2FA. Owners and Admins can't reset it for someone else from the admin. Ask your teammate to email Support from their own address, following How do I reset my Two-Factor Authentication (2FA) for the Acenda Admin Tool?. As an admin, you can check that their account and email address are correct under ADMINISTRATION > Users. See User Management and Setting Permissions.
I never set up 2FA, but Acenda is asking for a code: Every user sets up 2FA on their first sign-in, and again after a reset. If you don't remember doing it, it may have been set up on another phone or by someone else using the same login. Request a reset, then set it up on your own phone. Each person should have their own Acenda user.
Can I turn off 2FA, or get codes by text or email? Not for password sign-in: 2FA is required there, and codes only come from an authenticator app. To skip codes entirely, sign in with Google instead (see the callout at the top).
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Still stuck? Contact Acenda Support and tell us your Acenda username and store name. Never send us your 2FA code, your password or a picture of your QR code.