How do I Troubleshoot 2FA Issues?

2FA stands for Two-Factor Authentication. It's a security process that requires users to provide two different passcodes to access an account or system. The goal is to add an extra layer of protection beyond just a password. This helpdesk article outlines some common 2FA issues and offers troubleshooting steps to help you resolve them.

Why am I seeing a "missing or invalid code" error?

There are a few reasons why you might be seeing this error message.

Check that you are using the correct 2FA code.

The 2FA code needs to be for your Coinstash account and is generated by the authenticator app you originally used to set up 2FA. This is different to your email code. Please make sure you are using the correct code from your authenticator app, especially if you have multiple 2FA accounts. Also, check that you’re entering the code before it expires. 2FA codes are time-sensitive and refresh every 30 seconds.

Check for any time synchronisation issues.

2FA codes rely on your mobile device using specific time settings. If the device's time is out of sync, the codes may not work.

For iOS:

Open the Settings app.
Tap General > Date & Time.
Toggle Set Automatically on.

For Android:

Open the Settings app.
Navigate to Date & Time (may be under System or Additional Settings).
Enable Automatic Date & Time.

Disable any VPNs.

On the device that you are using to login to your Coinstash account, ensure that there are no VPNs running in the background. In some situations, a VPN can cause time sync issues.

Try using a different internet connection.

On the device that you are using to login to your Coinstash account, switch off Wi-Fi and try using mobile data instead (or vice versa). Some Internet Service Providers (ISPs) use VPNs, and in some situations, this may cause time sync issues.

Try using a different device.

Try using a different device to login to your Coinstash account. There may be some device specific settings that are causing the error.

If the above steps don’t resolve the issue, you may need to temporarily disable and then re-enable 2FA. Please reach out to our customer support team for further assistance.

Updated on: 19/05/2025