Troubleshoot Two-Factor Authentication Apps

Each time you type in the 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 that you can 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 passwords that passcodes are only valid for 30 seconds at a time. If a passcode is older than 30 seconds, re-launch your authenticator app on your mobile device, and enter the new passcode in the passcode field in Mailchimp again.
  • 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, tap the Settings option in the main menu, tap Time correction for codes, and tap Sync now.

My phone is lost or broken.

The a two-factor authentication app connects only to the specific mobile device it is 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 with access, 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 on the account to disconnect two-factor authentication for the account. When two-factor authentication is removed for an account, it doesn't remove the two-factor login requirement for your specific profile, so an Admin will need to invite you to the account after they remove it. After the Admin sends the invitation, you'll receive an email prompting you to create a new profile. Sign up with your new username and use this username to log in to the account. The username you used before can no longer be used to log in to the account, unless you have the backup code.

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

If you see the Authenticator Passcode Required prompt when you log in to your Mailchimp account, then you or the owner require two-factor authentication for your account, or for your access level if you're logging in to a shared account.

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