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2-Factor Authentication Troubleshooting

Webot Support
Updated

Webot offers 2-Factor Authentication(2FA), known also as 2-step verification or multifactor authentication, as an added security layer in addition to your username and password.

With 2-Factor Authentication enabled on your account, you'll need to provide a unique verification code sent to your phone in addition to your username and password.

Some events that can trigger 2-Factor Authentication

  • Sign-in attempt from an unrecognized device

  • Sign-in attempt from an unrecognized IP address

  • Sending crypto out of your Webot account

Learn about the various types of 2-step verification.

Troubleshooting 2-Factor Authentication Issues:

SMS Verification

I'm not receiving the SMS(text) codes

  • If you're using an authenticator app (like Google or Duo), you won't get SMS codes sent to your phone. Please use your authenticator app for codes instead

  • Due to issues with the SMS network itself, codes may not get delivered to everyone. You may want to instead use an authenticator app to complete this step, since they don't require internet connectivity or SMS coverage

  • Your SMS inbox may be full. Try deleting some messages from your inbox and request another code

  • After several requests to resend the SMS code, our system may temporarily stop sending them as a security measure. After 24 hours we'll resume sending codes via SMS. If you've already waited 24 hours and still aren't receiving the codes, check with your phone carrier to see if they're blocking our SMS messages

I lost my phone number

  • If you have lost access to your Phone Number, please please fill in the following link to request to unbind your Phone Number(SMS) verification:

    https://forms.gle/TV4hPxFDiHiLhMzq9

    We will review and process your application for you within ten business days after you submit it. We will inform you that the final result by email.

    *Note: Withdrawal will be restricted for 72h after the email is successfully unbound.

Email Verification

I'm not receiving the Email codes

I lost access to my Email

  • If you have lost access to your Email, please please fill in the following link to request to unbind your Email verification:

    https://forms.gle/TV4hPxFDiHiLhMzq9

    We will review and process your application for you within ten business days after you submit it. We will inform you that the final result by email.

    *Note: Withdrawal will be restricted for 72h after the email is successfully unbound.

Google Authenticator (TOTP)

My codes aren't working

I lost access to my old mobile device

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