Two-factor authentication (2FA) adds a second step after your password. You confirm it's you with a six-digit code from an authenticator app or with a passkey. If you're stuck, find the section below that matches what's blocking you.

I Don't Know My Code

You entered your password, and now you see Two-step authentication with six empty boxes. A red message says "You need to authenticate via an additional factor before continuing." You don't know what code to type.

Your code isn't sent by email or text. It's in the authenticator app you set up on your phone, like Google Authenticator, Microsoft Authenticator, or Duo Mobile.

1. Open the authenticator app on your phone.
2. Find the Safari Portal entry with your email address. If you see more than one, use the newest one.
3. IMPORTANT: Each code only works for 30 seconds. A small timer next to the code shows how much time is left. Wait for a new code to appear, so you have the full time. Then type all six numbers and click Continue before the timer runs out. If the timer runs out first, the code won't work, even if you typed it correctly.
   

It Says Error Logging In With 2FA

You typed a code and clicked Continue, but you see "Error logging in with 2FA."

This usually means the code timer ran out before you clicked Continue. Try again with a new code.

1. Open your authenticator app and find the Safari Portal entry.
2. IMPORTANT: Each code only works for 30 seconds. A small timer next to the code shows how much time is left. Wait for a new code to appear, so you have the full time. Then type all six numbers and click Continue before the timer runs out. If the timer runs out first, the code won't work, even if you typed it correctly.
   

I'm Locked Out After Too Many Tries

You see "Your authenticator app is locked after too many wrong codes." Or you see Two-step authentication with the message "None of your second steps can finish this sign-in. Go back and sign in with your password." You click Go back and log in again, but the same message comes back.

After 5 wrong codes in a row, your authenticator app gets locked to keep your account safe. It stays locked until it's reset. Resetting your password won't unlock it.

1. Ask your Account Admin to reset your 2FA. Their steps are in For Account Admins: Reset 2FA for a Team Member below.
2. Once they do, log in with your email and password.
3. Set up 2FA again. Follow the steps in How do I set up two-factor authentication (2FA)?

My Browser Says I Have No Passkeys but I Set One Up

You clicked Sign In With A Passkey or Use A Passkey. A pop-up from your browser says "You don't have any passkeys saved for this website. You may be able to use one of the options below to sign in."

Your passkey only works on the computer and browser where you made it. For example, a passkey made in Chrome won't show up in Safari. A passkey made on your home laptop won't work at the office. Your passkey isn't lost. It's just somewhere else. To learn more about passkeys, see How do I sign in with a passkey in Safari Portal?

If You Also Set Up an Authenticator App

1. Close the pop-up.
2. On the Two-step authentication screen, click Use your authenticator app.
3. Open the app on your phone and find the Safari Portal entry.
4. IMPORTANT: Each code only works for 30 seconds. A small timer next to the code shows how much time is left. Wait for a new code to appear, so you have the full time. Then type all six numbers and click Continue before the timer runs out. If the timer runs out first, the code won't work, even if you typed it correctly.
5. Once you're in, add a passkey for this browser too. Go to Settings, open the Personal tab, and click Add A Passkey next to Passkeys (2FA).

If You Only Have a Passkey

1. Go back to the computer and browser where you made your passkey, and log in there.
2. Go to Settings and open the Personal tab. Next to Authenticator app (2FA), click Set Up to add an app as a backup.
3. On the other computer or browser, log in with your password. When asked, click Use your authenticator app.
4. IMPORTANT: Each code only works for 30 seconds. A small timer next to the code shows how much time is left. Wait for a new code to appear, so you have the full time. Then type all six numbers and click Continue before the timer runs out. If the timer runs out first, the code won't work, even if you typed it correctly.
5. Once you're in, add a passkey for that browser too.

My Code Won't Work During Setup

You clicked Set Up next to Authenticator app (2FA). In the Enable 2FA window, you entered a code and clicked Verify Now, but it didn't work.

1. Open the authenticator app on your phone.
2. Find the Safari Portal entry in your app. If you’ve set up 2FA before, you may see more than one. Use the newest one, which is at the bottom of the list. Older ones won’t work.
3. IMPORTANT: Each code only works for 30 seconds. A small timer next to the code shows how much time is left. Wait for a new code to appear, so you have the full time. Then type all six numbers and click Verify Now before the timer runs out. If the timer runs out first, the code won’t work, even if you typed it correctly.
4. You’ll see “Authenticator app is set up.”
   

For Account Admins: Reset 2FA for a Team Member

A team member is locked out or lost their phone, and you need to help them get back in.

1. Click your profile icon in the top right, then click Settings.
2. Click the Users tab.
3. Find the team member in the list. Scroll right to the Actions column and click the pencil icon.
4. Scroll to the bottom of the window and click Reset 2FA.
5. Click Reset 2FA again to confirm.
6. Your team member will get an email saying their 2FA was reset. They can then log in with their password and set up 2FA again.

Tips & Tricks 💥

• Set up both an authenticator app and a passkey. That way you always have a backup way in.
• 2FA is only required for the Financials module and Credit Card Authorizations, unless your Account Admin requires it for everyone.
• Codes only come from an authenticator app or a passkey. We can't send codes by text or email.

Keywords: 2FA, two-factor authentication, two-step authentication, can't log in, locked out, authenticator app, Google Authenticator, Microsoft Authenticator, six-digit code, code not working, code expired, error logging in with 2FA, too many attempts, Reset 2FA, passkey not working, no passkeys saved, different browser, new phone, QR code