If your two-factor authentication (2FA) code is not being accepted, the issue is usually caused by an expired code, incorrect device time settings, an incorrect authenticator profile, or an issue with the authenticator application setup. Authenticator codes are time-sensitive and must be generated from the correct authentication profile on a properly synchronized device.

Troubleshooting

Try the following steps to resolve the issue.

Verify Your Authenticator Application

Ensure you are using a supported authenticator application, such as Google Authenticator or Microsoft Authenticator.

• Verify that you are viewing the correct Moneta Markets authentication profile.
• If you have multiple accounts stored in your authenticator application, ensure you are using the code generated for your Moneta Markets account.
• If you recently changed devices, reset your device, or reinstalled the authenticator application, ensure your Moneta Markets authentication profile has been transferred successfully.
   

Enter a Newly Generated Code

Authenticator codes have a limited validity period.

1. Wait for a new 6-digit code to be generated.
2. Enter the new code immediately before it expires.
3. Avoid using codes with only a few seconds remaining on the timer.
    

Check Your Device Date and Time Settings

Authenticator applications rely on accurate device time settings.

1. Open your device's date and time settings.
2. Enable Set Automatically or Automatic Time Synchronisation.
3. Verify that the correct time zone is selected.
4. Restart the authenticator application and try again.
    

Verify That 2FA Setup Was Completed Successfully

If you are enabling 2FA for the first time:

1. Confirm that you successfully scanned the QR code during setup.
2. Ensure the Moneta Markets authentication profile appears in your authenticator application.
3. Generate a fresh authentication code and complete the verification process again.
    

Check for Multiple Authenticator Profiles

If you have previously enabled and disabled 2FA or repeated the setup process:

• Remove any outdated Moneta Markets authentication profiles from your authenticator application, if appropriate.
• Ensure you are using the code generated by the current active authentication profile.
   

Restart the Application and Device

If the issue persists:

1. Close the authenticator application completely.
2. Reopen the application and generate a new code.

3. If necessary, restart your mobile device and try again.

    

Important Note

• Two-factor authentication codes are time-sensitive and expire automatically.
• Device date, time, and time zone settings must be accurate for authentication codes to work correctly.
• Changing devices or reinstalling your authenticator application may affect your 2FA configuration.
• You must use the authentication code generated by the correct Moneta Markets profile in your authenticator application.

• If 2FA setup was not completed successfully, generated codes will not be accepted.

   

Need More Help?

If your authenticator code continues to be rejected after completing the troubleshooting steps above, please contact Customer Support at support@monetamarkets.com and provide:

• Your registered email address
• A screenshot of the error message, if available
• A screenshot of your authenticator application showing the Moneta Markets profile (excluding the authentication code)
• A brief description of when the issue occurs

This information will help us investigate the issue more efficiently.