How to resolve two-factor authentication (2FA) issues

Two-factor authentication (2FA) issues usually stem from a time difference in the authenticator app, a change of phone, or a lost setup key. You can resolve most cases in a few steps; if you have lost access, the Paribu Support process comes into play.

My 2FA code is not accepted, what should I do?

If your 6-digit code in Google Authenticator is rejected, the most common reason is a time difference between the authenticator app and Paribu. Enable the automatic time setting on your phone and try again with a newly generated code. If you cannot access your codes because of a phone change or a reinstall of the app, you can add the account again with your setup key or request a 2FA reset through Paribu Support.

The verification code is rejected

If you get the warning "The verification code you entered is incorrect" when you enter the code, there are several possible reasons.

Time synchronisation

Google Authenticator generates time-based codes that change every 30 seconds. Even a difference of a few seconds between your phone's clock and Paribu can make the code invalid.

Check your phone's time setting and make sure the automatic time option is enabled. If the Google Authenticator app has a time correction option, apply it. Then wait for a new code to be generated and enter the fresh code.

Note: If the counter is close to zero while you are entering the code, the code may have expired. Wait for a new code to be generated and try again

The code of the wrong account

If more than one account is defined in Google Authenticator, you may have entered the code of the wrong account. Find the entry labelled Paribu in the authenticator app and use only its code.

If you reinstalled the app

When you delete and reinstall Google Authenticator, the accounts you added earlier are lost. In this case you need to add the account again with your setup key — see the section below.

If the setup was not completed

If you left the setup halfway, you get the warning "Google Authenticator is not configured. Please complete setup first." during the transaction. In this case you need to complete the setup from the beginning.

I changed or lost my phone

When you change your phone you lose access to the Paribu entry in Google Authenticator. There are two paths.

Adding it again with the setup key

If you noted down the setup key shown during the setup, you can generate your codes again by adding it manually to the Google Authenticator app on your new phone:

1. Open the Google Authenticator app on your new phone
2. Tap the (+) icon and choose the option to enter a setup key
3. Type "Paribu" as the account name and paste the setup key
4. Complete the adding process

Warning: Keep your setup key in a safe place. This key is the fastest way to regain access to your account when you lose access to your authenticator app

If you do not have your setup key

If you did not note down the setup key, start the live support chat through Paribu Support and request a 2FA reset. The support team removes 2FA from your account after verifying your identity; you can then set it up again.

To allow your request to be resolved quickly, it is recommended to have the email address and phone number registered to your account ready.

I am having trouble during the setup

The 2FA setup proceeds in five steps: introduction screen → entering your password → verification with the code sent to your phone → setting up the Paribu key → completing the setup with a code. Issues you may come across in the steps:

• An error at the password step: If you get the warning "Incorrect password. Please try again", check your password and enter it again. The setup asks for password verification for security
• The verification code is not arriving: A code is sent to your phone at the third step of the setup. If you cannot receive the code, follow the steps in the SMS authentication code not received article
• I cannot add the key to Google Authenticator: You can copy the setup key with the Copy key option on the Set up your Paribu key screen, or open and scan the QR code with the Show QR code option
• The code is not accepted at the last step: Check your phone's time setting and enter the newly generated code. Instead of typing the code manually you can also use the Paste code button

Warning: Before completing the setup, make sure you have successfully added the Paribu account in Google Authenticator. The screen reminds you of this as well

For all the steps of the setup you can view the How to set up two-factor authentication (2FA) article.

I want to reset or disable 2FA

If you can sign in to your account, you can disable 2FA yourself. Tap the menu (≡) icon at the top left of the screen to reach the Account section, then follow Account and settings → Security settings and tap the Two-factor authentication row. On the screen that opens, after you tap the Disable button you are asked to enter your password and your verification code.

For detailed steps you can view the How to disable two-factor authentication (2FA) article.

If you cannot sign in to your account — the code is requested on the sign-in screen but you cannot generate it — start the live support chat through Paribu Support and request a 2FA reset.

Note: You can start the live support chat without signing in to your account as well. Your name, registered email address, and phone number are requested so that the support team can verify your identity

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Frequently asked questions

Can I use an app other than Google Authenticator?

Yes. You can use any authenticator app that generates time-based codes. During the setup, add the QR code or the setup key to the app you prefer.

How can I find my 2FA setup key?

The setup key is shown only during the setup, on the Set up your Paribu key screen; it cannot be displayed again on Paribu afterwards. It is recommended to save the key in a safe place while you are doing the setup. If you do not have your key, you need to contact Paribu Support to reset 2FA.

Why are a password and a code requested while 2FA is being disabled?

Disabling it is a security action as well. First your password and then the code in your authenticator app are requested, which verifies that the action is being taken by the account owner.

Does my security level drop after 2FA is reset?

Yes. Two-factor authentication is one of the criteria that determines your security level; when it is disabled, your security level drops. You can raise your level again by setting up 2FA again. For details you can view the What is the account security level and how to raise it article.

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Related articles

• How to set up two-factor authentication (2FA) — 2FA setup steps
• How to disable two-factor authentication (2FA) — Turning 2FA off
• SMS authentication code not received — Reasons a verification code does not arrive
• What is a passkey? — Definition of a passkey
• What is the account security level and how to raise it — Raising the security level