Locked out: lost authenticator, wrong codes, too many attempts
Every way back in: backup codes, an emailed code, an admin reset, account unlock and password reset.
Use a backup code in the same box as your authenticator code. If you have none, email yourself a code, or ask an admin of your organisation to click Reset 2FA for you.
What you see
On the Two-step verification page:
- That code didn't match — try again.
- Too many wrong codes — sign in again from the start. (after five wrong codes)
- If email is set up, a code is on its way to your inbox.
On the sign-in page:
- Invalid email or password.
- Account temporarily locked after repeated failed attempts — try again in N minutes.
- Too many attempts from your network — try again in a few minutes.
- This account has been deactivated — contact your administrator.
- Your organisation signs in with single sign-on. Continue below to go to its sign-in page.
After a password reset request:
- If that email has an account, a reset link is on its way. Check your inbox — the link expires in an hour.
- That reset link is invalid or has expired. Request a fresh one below.
If your organisation requires two-factor: Your organisation requires two-factor authentication. Set it up below to continue — it takes about a minute with any authenticator app.
Why
Two-step sign-in means your password plus a 6-digit code. After you give the right password you have 10 minutes and five tries for the code. Five wrong passwords lock the account for 15 minutes.
| Way in | Details |
|---|---|
| Authenticator app | 6-digit code, time-based. Keep your phone's clock on automatic. |
| Backup code | 10 are made when you switch 2FA on. Each is 8 characters shown as XXXX-XXXX and works once. |
| Email code | 6 digits, valid for 10 minutes, one request a minute. Only offered where SignSpry email is on. |
Many failed sign-ins from one network in a short time block that network for a few minutes, and offices and mobile networks share an address.
Fix it
You lost your phone or the app
- Sign in with your email and password.
- On Two-step verification, type one of your backup codes in the box. Capitals and the dash do not matter.
- You land on Password & 2FA and get an email saying a backup code was used. The page shows how many are left.
- To move to a new phone, turn two-step off there (password plus a code), then switch it on again with the new app and save the new backup codes.
You have no backup codes, but your email works
- On Two-step verification, click Can't use your app? Email me a code.
- Type the 6-digit code from the email in the same box within 10 minutes. Check spam if it is slow.
- After signing in, open Password & 2FA and click Generate new backup codes.
You have neither
- Ask an admin of your organisation to open Admin → Users, find your row and click Reset 2FA, then confirm.
- Sign in with your password alone and set up two-step again on Password & 2FA. Your old backup codes are cleared.
- If you are the only admin, write to support@signspry.com and tell us the email address on the account.
Codes keep failing
- Make sure you are reading the entry for this SignSpry account in your app.
- Set your phone's date and time to automatic.
- After five wrong codes, sign in again from the start.
The account is locked
- Wait for the minutes the message shows, or ask an admin to click Unlock next to your name on Admin → Users. The button shows only while you are locked.
- If you may have forgotten the password, open Forgot password instead.
Forgot your password
- Request a link at Forgot password. It is good for one hour, and only the newest link works.
- Choose a new password. Every other device is signed out. Your two-step setting stays on.
- An admin can also click Reset password on Admin → Users to give you a one-time password.