If you’ve enabled two-factor authentication (2FA) on your Digital Surge account but are experiencing issues, this guide will help you troubleshoot and resolve common problems.
1. Ensure You’re Using the Correct 2FA Code
The 2FA code must be specific to your Digital Surge account. This code is generated by the authenticator app you originally set up. Please make sure you are selecting the correct account in your authenticator app, especially if you have multiple accounts.
If you see an "Invalid Code" error:
Confirm you’re entering the code before it expires. 2FA codes are time-sensitive and refresh every 30 seconds.
Double-check that the authenticator app is correctly linked to Digital Surge. If not, you may need to set it up again with your backup key.
2. Time-Based Issues
2FA codes rely on accurate time synchronization on your device. If your device's time is out of sync, the codes may not work.
How to Sync Your Phone’s Time Settings:
For iOS:
Open the Settings app.
Tap General > Date & Time.
Toggle Set Automatically on.
If already on, toggle it off, wait a few seconds, and toggle it back on.
You can restart your device to apply the settings.
For Android:
Open the Settings app.
Navigate to Date & Time (may be under System or Additional Settings).
Enable Automatic Date & Time.
If already on, toggle it off, wait a few seconds, and toggle it back on.
Restart your device to ensure the settings are updated.
Even if your settings are correct - try restarting your device and try again.
What to Do If You Have Your Backup Key
If you have your backup key, you can restore 2FA on the same or a new authenticator app.
Open your authenticator app or download a new one (e.g., Google Authenticator, Microsoft Authenticator, Authy, LastPass Authenticator).
Add a new account or choose the option to enter a setup key.
Enter "Digital Surge" as the account name for easy identification.
Enter your backup key into the setup key field.
Confirm or save the setup.
Your authenticator app will now generate 6-digit codes every 30 seconds, which you can use to log in or complete account actions.
What If You Don’t Have Your Backup Key?
If you can no longer access your backup key, contact us via live chat or email at contact@digitalsurge.com.au, and we’ll assist you promptly. Our team will guide you through a secure process to disable your 2FA and help you regain access to your account..