If your 2-factor authentication (2FA) code is being rejected, it is typically due to a synchronization issue between your mobile device and your computer. Here are the most common reasons this occurs and the steps you can take to troubleshoot the problem.
1. Check for Common Mistakes
Before diving into settings, let's rule out the basic factors:
Clear Browser Cache and Cookies: Outdated or corrupted cache and cookies can interfere with the sign-in process. Clear these from your browser settings.
Avoid Outdated Bookmarks: Ensure you navigate directly to the Suralink sign-in page instead of using an outdated bookmark.
The Timer: Most codes rotate every 30 seconds. If the timer icon is blinking or nearly empty, wait for a fresh code to appear before typing it in.
Multiple Accounts: Ensure you aren't accidentally using a code for a different service (e.g., using your "Work Email" code for your Suralink login).
Formatting: Do not include spaces when typing the code, even if the app displays them with a gap (e.g., enter
123456instead of123 456).
2. Sync Your Device Time (The #1 Fix)
Authenticator apps rely on Time-based One-Time Passwords (TOTP). For the code to be valid, your phone’s internal clock must be perfectly synced with the global standard time used by our servers. Additionally, browser compatibility is not a factor in 2FA issues, as Suralink works seamlessly across all major browsers, including Chrome, Firefox, Safari, and Edge.
Platform | Steps to Fix |
Android | Open the Authenticator app settings > Time correction for codes > Sync now. |
iOS (iPhone) | Go to Settings > General > Date & Time. Ensure Set Automatically is toggled ON. |
3. Use a Backup Recovery Code
If syncing the time doesn't resolve the issue, use one of the Recovery Options provided. Before resorting to recovery options, ensure you have followed browser troubleshooting steps, such as clearing cache and cookies, avoiding outdated bookmarks, and restarting your browser.
On the login screen, click "Try another way" and choose to have a one-time code emailed or use the recovery code you were prompted to save during initial 2FA set up. For more information on recovery options, visit this page.
Once logged in, we recommend re-enabling 2FA to refresh the connection with your app. For instructions on how to re-pair Suralink to your authenticator, visit this page.