Troubleshooting the Mobile Authenticator


When using a Authenticator or Mobile Authenticator, we strongly recommend you register for SMS Protect. This free service lets you remove your Authenticator using text message verification.

Note: If the authenticator has been reset, you do not have SMS Protect, and you are unable to access your account, remove your Authenticator.


If the Mobile Authenticator code doesn't work, tap Try Resyncing on the home screen.

We also recommend enabling iCloud Keychain on your Apple device to easily restore your Mobile Authenticator.


If you need to reinstall the Mobile Authenticator, but haven’t removed a previous version from your account, you’ll need to use the Restore feature. If you have iCloud Keychain enabled, you can restore your authenticator through Cloud Sync.

Locate and write down your Serial Number and Restore Code before using this feature. Open the menu and select Serial & Restore if you're on an Android device. If you're on an Apple device, select Restore Code.

After you reinstall the Mobile Authenticator, you'll be able to set up or restore the application. Select Restore and enter your Serial Number and Restore Code.

Note: If you're attempting to restore the application from a new device, you may be asked to log in from a trusted device instead.

Get New Serial Number

On rare occasions, resetting your authenticator may be necessary if you are unable to resync.

Select Reset Authenticator from the menu to begin this process. Once the reset is complete, press Set Up Authenticator to get a new Serial Number.

Get Help

Still can't find a solution? Submit a ticket and someone will help out!