User has entered a valid 2-step authentication code from their mobile authentication application, but receive "The verification code that you entered is incorrect. Try again." error when trying to login to the F-Secure Elements portals.
If you have entered the correct code within the allowed time frame but you still receive the error, make sure the time and date is set correctly on your mobile device. Two factor authentication can fail if the date and time it set incorrectly on the mobile device.
To fix the root-cause, configure your mobile to synchronize date and time from the network. For Android phone, use these steps.
Customer can also try to reset their password if they suspect their two factor authentication is repeatedly being triggered incorrectly.
- Go into your phone's Settings app
- Go into "System" and then "Date & Time"
- Select the option to use is "Use network provided date and time" and "use network provided time-zone".
Article no: 000017861