My Authenticator code isn't working - About this app

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Xero authenticator app not working - xero authenticator app not working. Reset multi-factor authentication (MFA)

 

This article is for everyone who uses Xero. Check your device's operating system. To use Xero Verify, it needs to be iOS If you're logged into Xero, you can change devices in your account settings. If not, you'll need to use a backup method. Find out more about how to change the device you use for MFA. After you add a backup email address, Xero sends you an email containing a code to confirm your address.

If you don't receive an email, try these fixes:. To fix, you can:. When prompted to respond to a push notification or enter a code, click Use a backup method instead. Use your backup email or answer your security questions. A push notification can take up to 15 seconds to come through. Alternatively, on your Xero login screen click Use a backup method instead to authenticate your login using a 6-digit code or backup email address.

To fix, click Log in and try again. For security reasons, apps generate new codes every 30 seconds. Even though your authenticator app might show a space after the first three digits of the code, enter the code without the space. If you're using an app other than Xero Verify, the codes will be time-based.

To ensure the time on the device your authenticator app is installed on is accurate, let your network provider automatically set the time. Once you've entered the code and logged in to Xero, you can close the authenticator app. You don't need to delete it. You can avoid problems with time-based codes by switching to Xero Verify. It's also the only app that lets you use push notifications for quick and easy authentication in Xero.

If you use your backup email to authenticate your Xero login, you should receive an email from Xero containing a verification code. If you have trouble answering your security questions to authenticate your Xero login, try entering your answers again. You might have entered the wrong answer. You can change your backup method to using a backup email instead. When you log in to Xero, you can select a box to skip the authenticate step for up to 30 days.

The Trust this device feature is only available if you log in using an authenticator app on a device such as a smartphone or desktop computer. It isn't designed to work if you're logging in using a backup method, as these methods should only be used if you can't access your authenticator app. The Trust this device feature is also linked to the specific computer and browser you were using when you selected the box.

During setup, Xero generates a new QR code or setup key to enter into your authentication app. If you lose your phone or device that has your authenticator app on it, we recommend you change your Xero login password. If you use security questions as your backup authentication method, you might also want to change your security questions.

When you get a new device, set it up with MFA. If MFA is mandatory for you, you'll need to do this before you use Xero. You can use your backup authentication method to log in to Xero until you're all set up.

If you don't yet have a new device, find out how to set up MFA without a smartphone or tablet. Wait 15 minutes then try logging in again. Ask our community of customers, accountants and bookkeepers. Skip to main content Search icon Search Xero Central. Overview Fix a problem setting up or logging in with multi-factor authentication MFA. Understand how to use QR codes and authenticator apps.

What to do if you lose your authentication device or are locked out of Xero. You can't download Xero Verify Check your device's operating system. You don't receive an email with a confirmation code After you add a backup email address, Xero sends you an email containing a code to confirm your address. If you don't receive an email, try these fixes: Check you entered the right email address. If not, click Entered the wrong email address? See if the email went to your spam folder.

Wait a couple of minutes, then refresh your email inbox. To fix, you can: Start the set-up process again Generate a new email by clicking Entered the wrong email address? Check your device settings to make sure notifications are turned on for your device and Xero Verify. If you haven't, you can do this in your device's Settings , under Focus. Click Resend notification. Click your initials or profile image at the top of the screen, then select Account.

Otherwise click Change to set up push notifications. Another user has logged in on the same computer using the same browser. Try rescanning the QR code. Click Enter a setup key instead. Start the set-up process again. Make sure you enter your Xero user email address on the contact form.

Prove you're the owner of the account. This is necessary to ensure there's no unauthorised access. What's next? Tried our troubleshooting steps and still having problems? Contact us to reset your MFA. Still have questions? Start a discussion Ask our community of customers, accountants and bookkeepers.

Contact Xero support Raise a case with our support team.