Two Factor Authentication Issue

YaxmanTDY

I use two factor authentication with Boxcryptor, and I recently had to reset my phone. I now cannot seem to login to Boxcryptor. The code generated by my code generator,LastPass authenticator, is not accepted for my Boxcryptor login. Since I cannot log into the Boxcryptor site, I also cannot submit a support ticket!

Yasmin

Hello YaxmanTDY,

Please check if your smartphone (where the 2FA App is installed) and your computer (where you are trying to sign in) are in "time-sync".
Check on both devices the time, by opening this site:

https://time.is

If they are seconds away from each other, it could be possible that the code is rejected (you need also some time to enter the code and the codes are valid only for 30 seconds).

If everything is ok, but you're still not able to sign in, then contact us via support(at)boxcryptor.com by referring to the post here.

Best,
Yasmin

Quakedude

I'm having the exact same issue - my Google authenticator code no longer works with Boxcryptor, so I can't log into the app on my new phone, and can't log into the website to remove two factor and reset it. I've checked the time difference and it confirms the time is okay.

The Google authenticator codes are working fine with other apps - just not boxcryptor. The last time I tried to log in was a month or two ago when I move from Apple to Android and its worked that time - it just hasn't worked since. Is there anything I can do to reset it?

Florian

Quakedude Unfortunately the Google Authenticator app does not restore your secrets when moving to a new mobile device.
We recommend to use alternatives like Lastpass Authenticator or Authenticator Plus that offer a backup and restore functionality.

Best regards,
Florian

Yasmin

Hello Quakedude,

please contact us via support(at)boxcryptor.com, by referring to the post here, we have to confirm your identity.

Best,
Yasmin

zzdpmjpr

Embarrassingly I have now this issue after moving to a new phone last week.. I will make contact at the support address.