I keep getting asked for my 2FA code every time

For BackOffice users: what to do when you are asked for your 2FA code repeatedly.

I keep getting asked for my 2FA code every time

This page is for BackOffice users. Two-factor authentication (2FA) codes are only used when logging into the BackOffice, not the mobile app.

Before you start, check Troubleshooting checklist: start here.

Introduction

Some users are asked for their 2FA code more often than expected.

There is no documented self-service setting that changes this today.

Detailed explanation

2FA adds a security check when you log in to the BackOffice. It uses a code from your authenticator app.

If you are asked every visit, browser session data or a possible bug may need investigation.

Step-by-step guide

1

Run the start-here checklist first

Clear browser cookies and cache, then log in again. See Troubleshooting checklist: start here.

2

Note the details

Record your browser, device, and how often the prompt appears.

3

Contact support

Send these details to support for investigation.

FAQ

Is there a setting to make 2FA remember my device?

Not one that is documented today. Contact support so they can investigate.

Does this happen in the mobile app too?

No. 2FA codes only apply to the BackOffice, not the mobile app.

References

• Troubleshooting checklist: start here