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Troubleshooting common 2FA issues.
Troubleshooting common 2FA issues.

We've put together this article to describe fixes for the most common problems.

Cassandra De-Lisle avatar
Written by Cassandra De-Lisle
Updated over a week ago

Two-Factor Authentication, or 2FA for short, is the new standard for securing your digital logins.

At Caleb & Brown you will use 2FA when you request a withdrawal and we also recommend turning on 2FA to log into your Portal account.

When two-factor authentication is on, your account sign-in requires a combination of the following data:

  • Your registered email

  • Your password

  • A mobile device or phone

Two-Factor authentication is more secure than just a password, because two-factor authentication requires something you know plus something you have.

We recommend not sharing your log in details with other people as they will need the device used to set up 2FA to gain access. If they don’t have the device, and they then try to reset the password, this may lead to your account being locked.

What happens if my device was lost or stolen?

If you’ve had your mobile device stolen or lost please reach out to your broker or our support team as soon as possible. They will secure your account by placing a freeze on it. If you're unsure on how to reach your broker please see the article here. Once you have updated your passwords, secured your number and sim by contacting your telecommunications providers you can get back in touch with our team who will go through some security measures to lift the freeze and reset your 2FA.

I have a new phone, will my 2FA still work?

Before you dispose or wipe your old device you will need to port your 2FA credentials to your new phone.

To port codes using Google Authenticator app, please see instructions below. Or you can read Google’s article here on transferring your Google Authenticator codes.

To transfer authenticator codes to a new phone, you need:

  • Your old phone with Google Authenticator codes

  • The latest version of the Google Authenticator app installed on your old phone

  • Your new phone

  1. On your new phone, install the Google Authenticator app.

  2. In the Google Authenticator app, tap Get Started.

  3. At the bottom, tap Import existing accounts?

  4. On your old phone, create a QR code:

    • In the Authenticator app, tap More > Transfer accounts > Export accounts.

    • Select the accounts you want to transfer to your new phone. Then, tap Next. If you transfer more than one account, your old phone may create more than one QR code.

  5. On your new phone, tap Scan QR code.

After you scan your QR codes, you get confirmation that your Authenticator accounts have been transferred.

Tip: If your camera can’t scan the QR code, there may be too much information. Try to export again with fewer accounts.

If you are using an alternative authenticator app, please review that app's instructions. Some other apps we can vouch for are;

  • Microsoft Authenticator

  • Authy

Incorrect code error

If your code is incorrect, confirm:

  • You entered the code before it expired.

  • The time on your device is correct for your local time zone.

If your code is still incorrect, sync your device:

  1. On your device, open the Google Authenticator app .

  2. In the top right, select More > Time correction for codes > Sync now.

  3. On the next screen, the app confirms the time is synced. You can use your verification codes to sign in.

The sync only affects the internal time of your Google Authenticator app. Your device’s Date & Time settings won’t change.

You’ve uninstalled your google authenticator app.

If you’ve accidentally deleted your Authenticator app, you will need to get in touch with [email protected] and we can give you a call to go through some security questions to have our team reset this for you.

Withdrawal 2FA troubleshooting

When you request a withdrawal to a new wallet address you will need to complete a 2FA verification as a security measure. To understand the full withdrawal process see here.

Once you have received your test amount, you will need to return to the email that was sent from [email protected] titled “Your Caleb & Brown address has been sent a test transaction”

Click the “please verify your address” button within the email - this will send your mobile device a code. It will be sent to the mobile number registered to your account. It will also open a new window with a place to enter the code that was sent. If you need to update the mobile number registered to your account please get in touch with your broker.

Common mistakes made, can include not entering the code quick enough as it does have a 5 minute timeout. To ensure you enter the code timely, be sure to have your mobile device ready and available.

If you are using your mobile device to verify the code, and you need to switch between your text messages to see the code and back to your emails but are unsure on how to do this quickly see the device instructions below.

On an Iphone you can follow these instructions

For android you can follow these instructions

Please do not ever send the code to your broker. You need to enter it into the space provided once you click the “please click here to verify your address”.

If it has timed out and you weren’t able to enter it in time, or the text was delayed in arriving, you can click the “please click here to verify your address” again to get a new code. Please ensure you wait 5 minutes before clicking for a code again. This is to ensure you are using the correct code. If you do this more than three times please get in touch with your broker or our support team.

Please note, once you request a new code, the original code will no longer be accepted.

Troubleshooting 2FA set up.

If you are having trouble setting up 2FA in your Caleb & Brown Portal account please delete all previous loaded codes from C&B and start fresh.

If you are still experiencing “something went wrong please try again” error code please get in touch with [email protected]

To learn how to set up 2FA in the Portal see here.

If none of the issues are relevant please get in touch with the support team.

If you have any questions, or you need assistance completing the registration form, you can ask our Product Specialist team through the Chat button in the bottom right corner of the webpage.

You can also call our support help desk on +61 1800 849 149 (Australia) or +1 (844) 494 6515 (International), from 9am to 5pm (AEST), or request we call you back by submitting an enquiry on our website.

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