Two-Factor Authentication (2FA)
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      Potential 2FA Login and Code Issues: Solutions

      Here are a few potential  login and code generation errors that may occur with an authenticator app, along with their solutions:

      1. 2FA is Set Up, but It Doesn’t Ask for a Code:

      Error: You followed the setup guide, but during login, you’re not asked for a code, and you cannot log in.

      • Solution: Something went wrong during setup. Please fill out the Urgent Support Form to get assistance from your SabeeApp account manager.

      2. No Smartphone to Set Up 2FA:

      Error: You or your staff cannot set up 2FA because you don’t have access to a smart device.

      • Solution: Since 2FA will become mandatory starting January 13th 2025, please contact your account manager at support@sabeeapp.com before that date to discuss alternatives and find a solution.

      3. Managing Multiple SabeeApp Accounts:

      Error 1: You manage multiple accounts with different login details but don’t have multiple smart devices to set up the authenticator app for each account.

      • Solution: You don’t need multiple devices. Install one Authenticator App, and use it to add all your SabeeApp accounts. Each account must be set up individually within the same app.

      Error 2: You manage multiple accounts (sibling accounts) with a single login but are unsure how to select which account to access.

      • Solution: You only need to set up 2FA once. During login, after entering your email, password, and 2FA code, click Verify. You’ll then be prompted to choose which account you want to access.

      4. Downloaded an Authenticator App That Costs Money

      Error: You have downloaded an authenticator app that requires a subscription or one-time payment.

      Solution: Do not continue setting up that authenticator. There are many free alternatives available. We recommend the following apps that are free:

      5. Code Not Generated or Expired

      Error: The authenticator app doesn’t generate a new code, or the code expires too quickly.

      • Solution:
        • Ensure the time on your device is synchronised correctly. If your device's time is out of sync, the generated codes may not work. You can enable automatic time updates or manually adjust the time to match your time zone.
        • Try restarting the authenticator app or your device to refresh the process.

      6. Incorrect Code Entry

      Error: The code you entered is incorrect, even though it was copied correctly from the authenticator app.

      • Solution:
        • Check the time on your device and ensure it’s synchronised with the time used by the authenticator app.
        • Remember that the codes change every 30 seconds, so be quick in entering the code before it expires.
        • Verify that you're using the correct account for which the code was generated.
        • If you use multiple SabeeApp accounts with different email addresses, make sure to set up a separate authenticator for each account

      7. App Not Syncing or Not Displaying Codes

      Error: The authenticator app fails to show codes or isn’t syncing properly with the account.

      • Solution:
        • Re-synchronise your authenticator app with the SabeeApp (this involves re-scanning the QR code or entering a setup key manually, please refer to this article).
        • Ensure that the app is up-to-date by checking for updates in your app store.
        • If the app continues to malfunction, consider reinstalling it or switching to another supported authenticator app.

      8. Authenticator App Disabled or Deleted

      Error: The authenticator app has been disabled or deleted from your device.

      • Solution:
        • If you lose access to your authenticator app, use backup codes or another recovery method provided by the service.
        • If possible, set up a new authenticator app and re-link it to your account using a recovery key or QR code.

      9. Multiple Devices Causing Confusion

      Error: Using the authenticator app on multiple devices leads to confusion or mismatched codes.

      • Solution:
        • Use the authenticator app only on one device to avoid code conflicts.
        • If you must use multiple devices (smart phones for the authenticator), ensure the app is properly set up on each one and synchronised with your accounts (for example: iPhone and Apple Watch with the same Apple ID can be used simultaneously)

      By addressing these potential errors, you can ensure smoother operation of your authenticator app and maintain secure access to your accounts.