2FA Token not working?

If you are receiving an error 'Wrong Token' when entering your 2FA code, the most common cause is the time on your mobile device may be out of Sync with the date and time. Another common cause for the notification message may be due to the token being incorrect for the email of the account. 

Please follow the below instructions to ensure that you have the correct time set on your device.

What is in this Article?

• Common reasons for your 2FA token not being accepted
• Android 2FA Troubleshoot
• iPhone 2FA Troubleshoot
• 2FA wrong Token when setting up App Based 2FA
• Wrong 2FA Token on set up via the CoinSpot Mobile App

Common reasons for your 2FA token not being accepted

• When entering your 2FA token, please pay extra attention and ensure that you are using the correct 2FA token. You may also have other 2FA tokens for other websites and accounts. 
  
  
• Exit Google Authenticator fully by removing it from your background apps, relaunch the app & retry your 2FA code again.
  
• Ensure that your Google Authenticator App and mobile device software is updated to the latest version. Updating this can be done through your app store and device settings.
  
  
• When entering your 6-digit token, please ensure that you are not entering any spaces between the token. For example, the 2FA token visually displayed on the app may look like 123 456, please enter in 123456 instead.
  
  
• Allowing yourself adequate time to enter your 2FA token before it refreshes. The 2FA token refreshes every 30 seconds.
  
  
• Ensure you are using the correct 2FA token for your respective CoinSpot accounts email address, you may have an Individual, SMSF or Business CoinSpot account.
  
  
• If you have recently disabled your App Based 2FA and have set up 2FA again, please ensure that your old 2FA is unbinded and you are using your new 2FA token.

Android 2FA Troubleshoot

On your Android device, please also ensure that your Date and Time on your System Settings is set to 'Automatic date and time'. You can locate Date and Time by searching for this in your Android settings utilising the instructions below.

Please do note that each Android Device user interface may differ from the visual displayed below. If Automatic date and time is not displayed, please try and search up ‘Date’ or ‘Date & time’ instead.

                                                  Figure 1. 2FA Token Not Working - (Android Device Settings - Automatic date and time)

iPhone 2FA Troubleshoot

If you are receiving 2FA wrong token from your Apple/iPhone device, please ensure that both of your Google Authenticator App and iPhone iOS version is updated to the latest version. Afterwards, please try the troubleshoot method highlighted below.

1. Go to the iPhone Settings App.
   
   
   
2. Select General.
   
   
   
3. Select Date & Time.
   
   
   
4. Enable Set Automatically.
   
   
   
5. If this is already enabled, disable this and re-enable again within 5 seconds and restart your mobile device afterwards.

Wrong 2FA Token when setting up App Based 2FA

If you are receiving the wrong 2FA Token message when trying to set up your App Based 2FA on the CoinSpot Website/CoinSpot Mobile App.

We recommend you to delete/unbind all old CoinSpot 2FA Tokens and ensure there are no duplicates before starting fresh. Please follow instructions below to unbind your old 2FA Tokens.

Android & Apple Devices

1. Head on over to your Google Authenticator App
2. Locate your CoinSpot 2FA token
3. On your CoinSpot 2FA token, swipe to the left until the trash icon appears
4. A confirmation window will appear, select Remove account
5. Afterwards, please set up 2FA using our How to set up 2FA article as a guide.

CoinSpot App Based 2FA set up guides:

• CoinSpot Website - How to set up 2FA
• CoinSpot Mobile App - How to set up 2FA

Wrong 2FA Token on 2FA set up via the CoinSpot Mobile App

If you are receiving 2FA Wrong Token message on the CoinSpot Mobile App during set up, please ensure that you do not close the pop up showing your Secret Key/Code on the Mobile App.

When closing the pop up a new secret key/code will be generated over the current one. Therefore your recently set up 2FA Token will be invalid and you will receive invalid 2FA Token.

Need more help? 

Please submit your request via Zendesk - https://coinspot.zendesk.com/hc/en-us/requests/new

or start a conversation with us via Live Chat and our team will provide full instructions and advice.