InstaSafe | Time-based OTPs from Authenticator Apps have stopped working

Time-based OTPs from Authenticator Apps have stopped working

This Article highlights the steps to be taken in case the time-based OTPs (TOTP) from Authenticator Apps don't work, due to which Two-Factor Authentication (2FA) keeps failing and users are unable to login to the ISA Portal and ISA App. However, the OTPs received over SMS and Email work as expected. This is usually caused due to time sync issue with the authenticator app or device itself.

Issue

On attempting to login to the InstaSafe Secure Access (ISA) Portal, an error message is received: "Invalid OTP has been provided".



On attempting to login to the ISA App, an error message is received: "OTP Verification Failure".




Solution

Ensure the time zone as well as date and time settings are configured correctly on the device.

OR

Its possible that the time isn’t correctly synced on your Authenticator app.

For example, to set the correct time on Google Authenticator on your Android device:

- Go to the main menu of the Google Authenticator app.
- Tap 'Settings'
- Tap 'Time correction for codes'
- Tap 'Sync now'

      

On the next screen, the app confirms the time has been synced. You should be able to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date & Time settings.


In case the issue persists, please contact your organization's IT Team

If you are an Admin of the organization's ISA Account and need assistance, contact  InstaSafe Support

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