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Two-factor authentication error

When I am trying to authenticate two-factor authentication which I enabled with Defender Pro, I get the following error “Your OTP code is incorrect. Please try again.”

Wed, 5 Feb 2020 19:49:05
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  • Adam
    • Support Gorilla

    Hi Tobias

    I hope you’re well today and thank you for getting in touch with us!

    Most common reasons for issues like that are either due to some additional security tools that are preventing such authentication or due to “time sync”. My colleague during the chat was able to successfully enable Two Factor Auth so that would suggest that it’s not the former.

    I believe then that we should start with check the latter one. Please open your Authenticator app on your device, tap on the “three dots” icon to view app menu and enter “Settings” there.

    There should be a “Time correction for codes” option so select it and then select “Sync now”.

    After that, please try again and see if that makes it work for you. If not, let me know and we’ll investigate it further.

    Best regards,
    Adam

  • Ouissal Aouinti
    • Support-Woman

    Hello Tobias!

    I hope you are doing well today!

    I double checked your site and I was able to replicate the same after some tests on my site by enabling and disabling the 2FA multiple times with the same Google 2FA Session.

    Can you try following these steps that worked for me and see if it fixes the issue for you as well:

    – Activate the 2FA on Defender Pro
    – Delete the Session on your Google 2FA and re-scan it again
    – Enter the OTP (One Time Password)

    I hope this help, please don’t hesitate to leave a reply for further help.

    Kind regards,
    Ouissal