# Troubleshooting 2FA and passkeys

**Category:** [Account Security & Sign-in](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/account-security)
**Updated:** 2026-08-19

## Troubleshooting

### My authenticator code is rejected

- Make sure you are entering the **current** code — codes change every 30 seconds.
- Check that your phone’s clock is set to update automatically. A wrong clock makes codes invalid.
- Still stuck? Use a **backup code**, or click **“Verify with email instead.”**

### I lost my authenticator device

Sign in with a **backup code**, then go to **Profile → Security** to turn off the old authenticator and set up a new one. If you have also run out of backup codes, contact your administrator.
### The passkey button does not appear

Your browser or device may not support passkeys, or there is no passkey registered on that device. Sign in another way, then add a passkey from your profile.
### “Could not add passkey” or a passkey error

- Make sure you are on the official TotalCtrl site and that your browser is up to date.
- Try again and complete the device prompt promptly — it can time out.
- If it keeps failing, contact your administrator with the exact message shown.

### I am not receiving email or SMS codes

- Check spam/junk for email codes, and click **Resend code**.
- Codes expire after 10 minutes; request a fresh one if needed.
- For SMS, confirm your number is verified in your profile and that SMS is enabled on your TotalCtrl.

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## Related Articles

- [Backup codes](https://help.totalctrl.app/en-US/articles/backup-codes)
- [Two-factor authentication (2FA): an overview](https://help.totalctrl.app/en-US/articles/two-factor-authentication-overview)
- [Set up an authenticator app](https://help.totalctrl.app/en-US/articles/set-up-authenticator-app)
- [Configure an SMS provider (administrators)](https://help.totalctrl.app/en-US/articles/configure-sms-provider-admin)
- [Sign in with a passkey](https://help.totalctrl.app/en-US/articles/sign-in-with-a-passkey)

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