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My 2FA is not working. Could you help me troubleshoot it?

  • Updated

A.) If your code is displayed as incorrect, confirm:

  • You entered the code before it expired (you only have 30 seconds)
  • The time on your device is correct for your local time zone.

B.) If your code is still incorrect and you're using Google Authenticator on an Android device:

  1. Open the Google Authenticator app .
  2. In the top right, select More  Time correction for codes  Sync now.
  3. On the next screen, the app confirms the time is synced. You can use your verification codes to sign in.
    • The sync only affects the internal time of your Google Authenticator app. Your device’s Date & Time settings won’t change.

C.) If none of the above helps, please reset your 2FA by following these directions and make sure NOT to use the Authenticator App "Duo" when you sign back up. Google Authenticator and Authy tend to be the most reliable two-factor authentication apps we've found.

For help setting up your 2FA in the first place read here.

 

If you are not receiving the SMS text to begin setup of your 2FA

If you are note receiving a text message from Swan when starting the 2FA setup process your phone or carrier may be blocking it. 

  1. Please try texting our service number for text delivery - tel:+1855937194. If you receive a message "Message blocking is active," proceed to the following steps.
  2. Check your phone (settings => search "blocked contacts") to make sure the number is not blocked.
  3. Call your phone provider and request to have messaging blocking deactivated.

 

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