Two-Factor Authenticator Troubleshooting

Last revision: Sep 10, 2025

Having trouble with your 2FA app? Try these quick fixes before contacting support:

1. Check the Time Sync

• Ensure your phone’s clock is set to “Automatic” or network time.
• Out-of-sync clocks cause codes to be invalid.

2. Verify the Correct Account

• If you’ve got multiple accounts in your authenticator app, make sure you’re using the Kaiserex entry.
• Look for the label “Kaiserex” or your registered email.

3. Re-Scan the QR Code (If Possible)

• In your authenticator app, delete the existing Kaiserex entry.
• Re-setup 2FA by scanning the QR code from your Kaiserex profile or during registration.

4. Use Backup Codes

• Always save the one-time backup codes you received when enabling 2FA.
• Enter a backup code in place of the 6-digit code if your app isn’t working.

5. App Updates & Reinstalls

• Make sure your authenticator app is up to date.
• If needed, reinstall the app and re-add your keys.

6. Lost Device or App Access

• If you can’t recover codes or backup keys, use the “Reset 2FA” form at id.kaiserex.com.
• Submit your registered email and proof of identity.
• Our support team will manually verify and restore your 2FA—typically within 1–2 business days.

Pro Tip: Keep a secure copy of your backup codes (e.g., in a password manager) to avoid downtime during device changes or app issues.