PreVeil Express TOTP Authentication Troubleshooting

If you're experiencing problems with your TOTP (Time-based One-Time Password) codes being invalid, it could be due to several common issues. Here’s how to troubleshoot:

1. Incorrect Time Settings:

   • Ensure that the time on your device is accurate. TOTP codes are time-sensitive, and even a small difference can cause invalid codes. Make sure your device's clock is set to the correct time and time zone, preferably using automatic settings.

2. Expired Codes:

   • TOTP codes are usually valid for a short period (e.g., 30 seconds). If the code expires before you enter it, it will be invalid. Make sure to enter the code promptly after it’s generated.

3. Authenticator App Issues:

   • Ensure that your authenticator app is up-to-date. Outdated versions may not function properly. Also, verify that the app is correctly configured with the right time settings.

4. Network Problems:

   • Although TOTP codes don’t require an internet connection to generate, network issues can affect synchronization and other app functionalities. Ensure you have a stable connection when setting up or troubleshooting the authenticator app.

5. Device Synchronization:

   • If your device's clock is not synchronized properly, the TOTP codes generated may not match the expected codes on the server. Use the synchronizing option in your authenticator app (if available) to fix this.

6. Using the Wrong TOTP App:

   • Make sure you are using the correct TOTP app that supports your account. Using a different or incompatible app can result in invalid codes.

Additional Tips:

• Check for App Updates: Regularly update your authenticator app to benefit from the latest features and fixes.

• Restart Your Device: Sometimes, simply restarting your device can resolve temporary issues.

This guide should help you resolve most issues related to TOTP codes. If you continue to experience problems, please reach out to our support team for further assistance.