1. NetSuite Basics
  2. Logging in to NetSuite
  3. Logging In Using Two-Factor Authentication (2FA)
  4. Set up Your Preferences for Two-Factor Authentication (2FA)
  5. Troubleshoot Authenticator Apps

Troubleshoot Authenticator Apps

Occasionally, NetSuite won't accept verification codes generated by your authenticator app. You may get an error message that the code is expired. If your phone (and perhaps your app) aren't synchronized to the proper time source, your verification codes won't work.

Important:

If you've entered several codes in a row that have been refused, don't keep trying codes from your app. After five failed attempts, you'll lock yourself out of NetSuite.

If you need access to NetSuite right away, change the method by which you'll receive the next code to backup codes.

Use the following procedures to verify settings on your phone and on your authenticator app.

To synchronize time on your phone:

  1. Go to Settings on your phone. Locate the settings for date and time.

    The navigation path to the date and time settings, and the exact name of the settings varies depending on the type of phone you have (Apple or Android) and the version of the operating system (OS) software on your phone.

  2. If you have an iPhone, go to Settings > General > Date & Time. Verify that the switch for the setting Set Automatically is on.

  3. If you have an Android, go to Settings > System > Date & Time. Verify that the switch for the settings Automatic date & time and Automatic time zone is on.

  4. Older software versions on some phones might have a sync time to server setting. Clear the box if the sync time to server setting is checked. Verify that the time on your phone is synchronized to network time.

To synchronize time on your Google Authenticator app:

The Google Authenticator app has an internal time sync setting, Time correction for codes. If the time isn't correctly synchronized, the verification codes won't work. A Google Support site, Common issues with 2–Step Verification, details the steps for correcting the time in the app. Scroll down to the bottom of the page to the My Google Authenticator codes aren’t working (Android) entry.

If synchronizing time doesn't help you, try resetting your 2FA.

For more information, see the following topics:

Important:

If you can't reset your log in using 2FA, and you can't reset your 2FA settings, contact your Administrator.

Related Topics

General Notices