Two-Factor Authentication (2FA) Troubleshooting

If you're having trouble logging in, this guide walks through the most common two-factor authentication (2FA) login issues and how to quickly get back into your account.

Not Receiving Your Text Message (SMS) Code

When you use a text message verification, a security code is sent from our servers through your SMS partner, Twilio, to your mobile carrier (such as Verizon, T-Mobile, or AT&T), and then to your device.

• Most codes arrive within 60 seconds, depending on your carrier
• Codes expire after 2 minutes, so if it times out, just start the login process again

Try this if your code hasn't arrived after 60 seconds

1. Check your signal

   Make sure your mobile device is connected to your mobile network and has a strong signal.

2. Restart your device

   A quick restart can help your device reconnect and receive delayed messages

3. Check Twilio's system status

   Visit Twilio's system status to see if there are any known delivery or carrier issues

4. Reach out to your carrier

   If Twilio reports no issues, contact your mobile carrier to check for blocked messages or local outages.

5. Use a Security key (if configured)

   If you have set up a security key for 2FA, you can use it as an alternative without waiting for a text.

Tip: Mobile networks aren't always perfect. Setting up a security key gives you a reliable backup, so you're never stuck waiting for a text.

Authenticator App Codes Not Working

Authenticator apps create security codes that refresh every 30 seconds.

• Codes may stop working after several failed attempts
• Double-check that your device's data and time settings are set to update automatically

Locked out of your authenticator app?

There are a couple of easy options:

• Ask another authorized user on your account to temporarily disable 2FA, or
• Contact the support team for the Authenticator app you're using

Temporarily Disable 2FA for a Subuser or Virtual Assistant (Admin Help)

If a subuser or virtual assistant can't log in because their 2FA information has changed or been lost, an administrator or authorized user can temporarily disable 2FA so they can reset it.

How to disable 2FA for a subuser

In your Rentec Direct account:

1. Click Settings
2. Under Account, select Users (or Managers & Users for PM accounts)
3. Click on the User who needs help
4. Select Disable 2FA
5. Confirm by clicking Disable 2FA and Save Changes

Once disabled, the subuser can log in right away and set up a new 2FA method.

Note: Many Virtual Assistants (VAs) don't have reliable mobile service for text messages. Using a Security Key is often the easiest option, and users should consult their IT professional for assistance with registering it.

Security Key Setup Questions

Security keys can look a little different depending on your device and operating system, so prompts may vary.

• We've documented the most common setup scenarios
• Some situations may require help from your IT professional
• If Security Keys aren't a good fit, text message verification may be the simplest option

Note: Virtual Assistants are encouraged to work with their IT professional for technical assistance