Troubleshoot Two-Factor Authentication Apps

Each time you input a two-factor authentication passcode to log in to your Mailchimp account, you should be granted access. In some cases, you may see an error or can't access the app to log in.

In this article, you'll learn what can cause issues with your two-factor authentication app.

I received a passcode error

You must launch your authenticator app to generate a new passcode each time you log in to Mailchimp. If your passcode is rejected, here are a couple troubleshooting steps to take.

• Make sure the passcode is for your Mailchimp account.
  Your authenticator application could be connected to more than one service or account. Make sure the generated passcode is for the Mailchimp account you want to log in to.
• Use a valid authenticator passcode.
  Authenticator apps generate passcodes that are only valid for 30 seconds at a time. If a passcode is older than 30 seconds, relaunch your authenticator app on your mobile device and enter the new passcode in the Verification code field in Mailchimp.
• Use automatic time and date settings on your device.
  Mailchimp works with your authenticator app to use a time-based system to generate passcodes. If the device's time is set manually, the passcodes generated by the authenticator app and Mailchimp could be out of sync and result in a login error. Use your mobile device's automatic date and time setting to make sure your authenticator app's passcode expiration is synchronized with Mailchimp's passcode timing.
• Check the sync settings on your Android device.
  If you use an Android device with Google Authenticator, the app may not be synced correctly. To fix this, launch the Google Authenticator app on your mobile device and access the settings from the main menu. Navigate to the time correction setting for codes and sync.

My phone is lost or broken.

A two-factor authentication app connects only to the specific mobile device it's set up on. If you lose the device or otherwise can't access the authenticator app, you'll need the Mailchimp backup code that was given to you when you set up two-factor authentication. The backup code is a different code from the one you used to set up two-factor authentication on your device.

If you don't have your backup code, try this option.

• Account Admin Access
  If the account has an Admin, they can help you regain access to the account. This process requires you to create a new profile with a new username to access the account you're locked out of.

Ask an Admin to invite you to the account as a new user. After the Admin sends the invitation, you'll receive an email prompting you to create a new profile. Sign up with a new username and use it to log in to the account moving forward. Your old username will no longer be able to access the account, unless you locate the backup code in the future.

If your account settings require two-factor authentication, you’ll be prompted to set it up as soon as you create your new username and login. If you’re unable to set up two-factor authentication due to a lost or broken phone, an Admin will need to remove the two-factor authentication requirement for your user level before inviting you to the account. Two-factor authentication can be re-enabled when you’re able to use it again.

I received a message that an Authenticator Passcode is required to log in.

Account Owners and Admins can require two-factor authentication for all users or for certain user levels. This adds an extra layer of security to the account. If this requirement is enabled and you don’t have two-factor authentication set up for your login, you’ll see the Authenticator Passcode Required prompt when you log in to your Mailchimp account. Learn how to Set up a Two-Factor Authentication App at Login.