How to fix my 2FA Token on Google Authenticator

Symptom/Question

As a client using Pulse/Case Manager, I am getting an "Invalid authenticator code" error, even though I am sure I entered the correct password and the PIN code I got from my Google Authenticator app.

Solution/Answer

This might be happening because the clock of your authenticator app is out of sync. In order to fix that issue, you can do the following:

• If you use the Google Authenticator app on an Android:
  Android:
  • Go to the main menu on the Google Authenticator app;
  • Select Settings;
  • Select Time correction for codes;
  • Select Sync now;
  • Try using the code again.
• If you use the app on Google Chrome:
  • Go to the main menu on the Google Authenticator app
  • Select Settings
  • Sync clock with Google

The sync will only affect the internal time of the Google Authenticator app, and will not change the device’s Date and Time settings.

If after trying these steps you still have issues logging in, please refer to How to reset my Pulse/Case Manager password and 2FA token or get in touch with us through our Support Portal.