What do I do if My 2FA token is always invalid?

SMS/Phone 2FA: This issue may occur if SMS code is delivered late and has already expired. If late delivery takes place, please try using phone call option for some time. Most of the time late deliveries are resolved by SMS/Phone providers in a matter of hours. If the issue persists please contact support

Google Authenticator: Invalid tokens are caused by incorrect device clock settings. Your clock must show correct local time, date and time zone to work properly. Android and Windows phones have an option to correct for time errors inside the Authenticator app properties, if you do not wish to sync your clock. IPhones must be set to use internet time to make sure the clock is synced properly. 

Have more questions? Submit a request

17 Comments

  • 0
    Avatar
    Phase5

    Hello thak you for your replay, but your links (especially the double posted one) does not say anything but general bla bla.
    I do not see why I shoult write a ticket if all which is to say is written in this Post here already erlier wrote a post here. However:

    1) I clicked in my profile security and scanned the barcode. That worked so far fine as my smartphone is showing my details and give me changing codes.
    2) I enter a verifycation code below the barcode given my google authenticator or Authy and click "enable 2fa" butten,- with the same result. ...

    3) another side open (the one which also opens when I login the normal way through SMS auth:

    Two-factor Authentication

    Please input the security code from the Authy app on your smartphone.

    Or request an or if you are unable to install the app.

    Enter Code:

    ... from here I tried 1000 different ways,- non is working:
    a) I enter like it says an "authy code", and click the button "verify my phone number"
    b) I enter a "google auth code", and click the button "verify my phone number"
    c) I first click the button "SMS code", enter then the given code my sms, and click the button "verify my phone number"

    I tried also to do this in the highest speed I can (less then 20s, in order to keep the google code valied,- see Post from 'chmick'). It simply does not matter -- the result is ALWAYS the same:
    INVALID CODE.

    I uses 2fa on other plattforms as well and had never to hustle with it. just your page is problematic and as there are other peoble having the same issue the problem is on your side.

    Techs:
    OS:
    MAC OSX 10.9.2
    LINUX Centos 6
    Windows 7

    Browser:
    Firefox 29.0.1
    Safari
    Chrome

    Smartphone
    Iphone 3gs on iOS 6.x
    Samsung G3 Node (Android Kitkat)

    ... Now it is your turn again!
    Thx for careing

  • 0
    Avatar
    Monnaies10

    I cannot get 2FA to work. I receive the authroization code via text and when I enter it I get invalid Invalid Authentication Code message. Please help. I have installed scanner and google authenticator on my phone and the time is set up as described above.

  • 0
    Avatar
    Daniel

    Send us a ticket at "support@cex.io" to fully explain the problem and resolve it. Below is the information we provide users who ask for help about 2FA.

    Please try using the SMS Authy service, you can use the links below to reset it and also to change the number assigned. Here is the Authy links:
    You can use this phone change link:
    https://www.authy.com/phones/change
    If the SMS fails, then use this link:
    https://www.authy.com/phones/reset

    For the Google 2FA app. you need to follow the 2FA set up guide.
    https://support.cex.io/hc/en-us/articles/201517417-Guide-to-account-security
    You can bypass the Authy 2FA service by using a smart phone device installed with Google's 2FA app. You can install the app on iPhone, android and Windows phones. This will give you the optimum control of your account for most situations. You can find this and the area needed in your profile, in the security settings.
    https://cex.io/trade/profile

    Here is a very good user written guide to our 2FA security feature service:
    https://support.cex.io/hc/en-us/articles/201517397-A-Not-Quite-Brief-Introduction-to-Account-Security

  • 0
    Avatar
    Amanda Phan

    i try to login CEX.IO into my account by scan QR-Code?  Could some one explain to me where I can find QR-code to scan ?  Thanks

    Amanda

  • 0
    Avatar
    Thomas Finnis

    Thanks CHMICK - I had the same problem - Authy is setup on my phone number but I wanted to use Google Authenticator instead.

    Just to repeat, the trick is to get the SMS code entered before the Google 2FA code expires!

  • 0
    Avatar
    loylai

    I have problem with sms code, I use sms code as my 2FA Two-factor Authentication, and After I put the sms code in to verify during login, it is fail all the time please help.

  • 0
    Avatar
    up107584334

    I've set up my 2FA google authen on my mobile. but for some reason it's not accepting my 2FA code on cex.io 

  • 0
    Avatar
    rhicks

    chmick, THANK YOU. I've been pulling my hair out. Your solution worked.

  • 0
    Avatar
    chmick

    You're welcome .Personnally I have no hair left ;-)

    Chmick.
    BTC address : 1AmZ3SbwS9u1GCsDW9WMxdJJdtn2yb8Fm6

  • 0
    Avatar
    GUILHERME FONSECA

    O código 2FA funciona para acesso ao CEX.IO, porém para retirada através co AstroPay, não funciona, aparece mensagem "código inválido". O que devo fazer?

  • 0
    Avatar
    marcinzg

    I trying to add 2FA and does not work well. Sms codes work well but the authentication codes from the application Authy are always invalid. Please help me.

  • 0
    Avatar
    Leonard J.

    Hello,

    This is most likely a timing issue, if you are getting the OTPs to work, but not consistently. Try adjusting your phones internal clock (unsync it from Android's time servers) and play with the lead time. Eventually you will find a sweet spot that keeps the OTP fresh through the whole window its supposed to be valid.

  • 0
    Avatar
    xianoth

    I tried adding 2FA with Google Authenticator and Authy. Both are giving invalid code when trying to set it up.

  • 0
    Avatar
    chmick

    I found the problem for me . It's a matter of timing .
    I wanted to use google auth but when I clicked on the enable 2FTA button , a pop up occured with the authy logo. since i don't have authy installed on my smartphone, i asked for a code via text message . after entering the authy code i got an "invalid code " message on the main window.

    Here is the trick :
    the code you have in the text box above the enable 2FTA button is the google one .
    But the code you asked for via text message (the one you supposed to enter in popup ) is an authy one .

    So if you wait to long to enter the authy code, by the time you click on the verify button, the google code has timed out and you get an invalid code one the main windows

    To get it to work you have to :
    wait for the timer beginning of a new google code .
    then quicly ( and very quickly) enter the google code, click the "enable to FTA" button. quickly ask for a authy validation code via text message , and enter it in the popup, click the verify button (enter key does not work)

    all this must be done before the google code change .

    Good luck . (it worked for me but it took me some time to figure it out)

  • 0
    Avatar
    chmick

    I use google authentication and I have the same problem.
    Worse the authentication time is synchronised with google server . I can not change it and i don't have these preferences in the settings menu

  • 0
    Avatar
    xianoth

    I spoke to support last night and it was explained to me that if you signed up and got Authy synced, 2FA IS actually assigned to your account, which was my concern that it was not. So for anyone reading this thread, if you signed up and had Authy synced with cex.io showing up in your Authy list, you are good to go. The system will not ask for an authy code for awhile if you login from the same terminal, it should show up if you try to login from a different one, but I feel that is highly not recommended. :)

  • 0
    Avatar
    Phase5

    can anybody please fix this issue?! THANKS

Please sign in to leave a comment.