Two-Factor Troubleshooting Tip
The typical reason for two-factor failures is that the clock on your phone has drifted. We only have a two minute window for 2 FA confirmations so if your clock has drifted beyond that, you will not be able to login. Please make sure your phone is configured to sync your time with the cellular network.
Enabling two-factor tips
To enable two-factor please click Settings->Two-Factor and follow the instructions. If you do not have a mobile device you can still enable two-factor on your PC/MAC with a program like winauth/authy.
When enabling two-factor please make sure to enter your code in the format of 000000, you cannot use a space in the code. Once you enter a correct code and press Enable, we will send you an email. Please click the link in the email and enter the code that is currently displayed on your device.
In order to have two-factor removed you will need to enter a support ticket from your valid email address. We will not be able to help you remove the two-factor unless your ticket is submitted from your XCOEX account email. Once we receive your email we will reply with further instructions for removal.
Backing up the secret key
The secret key is displayed just below the QR code when you first enable two-factor. You can write this code down and keep it in a safe place. You can also snap a picture of the qr code and print it out and keep it in a safe place. You can then enable two-factor from another device using the secret key, should you lose or damage your existing device.
If you did not write your secret key down when enabling 2fa, you will need to disable 2FA and write the secret code down when re-enabling 2FA.
Problems with Google Authenticator
Please refer to Google's documentation on their product here: https://support.google.com/accounts/answer/1066447?hl=en&vid=0-687893835478-1495311380164
If you are using a new phone, you will need to transfer your Google Authenticator to your new phone and manual add each app with the secret key or QR code you initially used to enable it. Google does not have great documentation on this process, but try these articles: