Account & security
My authenticator code isn’t working
Check the correct entry, device time and current code before attempting account recovery.
THE SHORT ANSWER
Use a fresh code from the correct Ostro authenticator entry and check that your device time is set automatically.
- Applies to
- Customers who still have access to their authenticator app.
Updated
In this guide
Check these first
- Select the authenticator entry for the correct Ostro account.
- Turn on automatic date, time and timezone on your device.
- Wait for a fresh code if the current one is about to change.
- Enter it once, without spaces, and follow any error or retry message.
Do not delete the authenticator entry as a troubleshooting step. You may need it again.
Avoid repeated attempts
If the app starts limiting requests, pause and follow the 429 guidance. Repeated codes do not bypass a limit.
If you no longer have the entry
Use the lost-authenticator recovery guide. Support must verify identity before any administrator-assisted reset. A password-reset email is not a replacement for that process.
Never send an authenticator code, setup secret or QR code to support. If someone asks for one, stop and report the request through a trusted contact route.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support