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Issues with 2FA (MFA)

After you've set up two-factor authentication (2FA), the codes generated by your authenticator app may stop working. This is extremely unusual but the cause is most likely time sync issues.

2FA systems (including the one on OCH) use global universal time (UTC). Your user device executes a time service to stay in sync with UTC. However, your device may be out of sync with this time service because:

  • You’ve manually configured the time on your device

  • Your device has been impacted by clock drift

To fix this, navigate to your device settings and configure the time to be set automatically. Follow the guide for your device type:

For more information, follow the guide for your authenticator app:

Please see below for some other common issues that cause 2FA codes not to work:

Have you entered a code for another account?

Check to verify you are looking at both the correct authentication app and the correct account and code. Many apps let you house several accounts and codes in the same app and some display in the same area.

If you use more than one 2FA app, have more than one OCH account in your 2FA app or you use more than one Our Cat Herder Portal, it's easy to enter the wrong code for your login. Check that you are getting the code from the correct 2FA app and try again.

For example, if you're using app-based 2FA and you have two Our Cat Herder accounts, check the email address under the code – it needs to be same as your Our Cat Herder login email for the Our Cat Herder account you're trying to access.

This issue can also occur if you have re-setup your 2FA on your OCH account but not cleared the old OCH code from your 2FA app on your device.

Have you entered an expired code?

Your code will refresh after 30 seconds. Make sure you're using the latest code. If your 2FA generates codes every 60 seconds it is likely it has not been setup properly and may need to be re-setup.

Is your timezone out of sync?

This is similar to the above time sync issues (the time is manually set) except the time is showing as correct but timezone on the device is not aligned to the timezone the device is in.

The codes that Authenticator apps like Google Authenticator or Microsoft Authenticator generate depend on the correct timezone on your device.

Use the time troubleshooting above to make sure the time and timezone are being set automatically.

Don't input a space or a dash

Some authentication apps display the verification code you need in two segments like this:

111 000 or 111-000.

However, you generally (especially on OCH) want to enter your code as a single string: 111000.

Use a recovery code

Try using a recovery code to log in. If that still doesn't work contact support@ourcatherder.com

Try Desktop based 2FA

If you don't have a smart phone, tablet or other mobile device but still want to use 2FA (or are having issues with the 2FA app on your mobile device) you could try using the Desktop/Laptop app for the Authy Authenticator https://authy.com/download/

Updated: 20 May 2023