Two factor authentication (2FA) is the most secure way to manage account access and prevent the risk of unauthorized users logging into your account.
However, sometimes users encounter issues when trying to use authenticator apps on their smartphones or logging in to their account with 2FA enabled.
Here are some common problems, and the solutions:
[ACCORDION] I don't see a code
There is a basic rule about 2FA access - same device, same app.
Make sure you are using the authenticator app that is associated with your Deel account.
If you set up 2FA with one app (such as Authy), you will not see the code in a different app (such as Google Authenticator), even if you are using the same device.
Similarly, please make sure you are using the same phone associated with your Deel account.
If you set up 2FA with one device (such as your work-issued iPhone), you will not see the code in a different device (such as your personal iPhone), even though they are both iPhones.
And, you will not see the code even if you are using the same authenticator app but on different devices.
[ACCORDION] The code is invalid
2FA codes are time sensitive:
Authenticator app 2FA codes are time sensitive, often indicated by a countdown that is visible in the authentication app.
You can wait for a new code to appear, then enter that one immediately.
Phone and app time must be accurately synced:
The time on your phone should be correctly synced with the official time. The codes generated by your authenticator app depend on your device having the correct date and time, and the codes may not work if the time is out of sync.
Manually entered time settings and offline devices will eventually slip out of sync.
There are different ways to sync your smartphone clock depending on device brand and model.
How to resync time on your device:
iPhones: Select Settings > General > Date and Time and change the settings from Manual to Automatic. If it is already set to Automatic, toggle it off and on to re-sync the app.
Android Devices (using Google Authenticator): Select Settings>Time Correction and click Sync Now. If you using a different authenticator app on your Android device, go to your device's date and time settings and make sure that you are using a network-provided time.
[ACCORDION] No one-time password (OTP) email
If you didn't receive the email for a one-time password in your regular inbox, please check all other folders - including your junk or spam folder.
Some apps automatically categorize emails, so they should check in "Archive" and "Trash" as well.
Also, some companies may block unknown external emails for security reasons. This is possible if you are using your work email account.
You can check with your company's email administrator - usually in the IT department - to see if any such block exists.
[ACCORDION] Account locked due to failed attempts
If you've attempted to log in multiple times with incorrect credentials, your user account may be temporarily locked.
Please wait a few minutes and then try again.
If you are unable to access a locked account even after waiting, you can always schedule a live video call with Deel Support for help in gaining access again.
[ACCORDION] I still need help
If you still need help, you can schedule a live video call with Deel Support to receive further assistance in accessing your account.
And you can always contact us 24/7 and we’ll be happy to assist you!