We encourage our customers to use two-factor authentication (2FA) for login to Dossplorer. However some issues may occur, e.g. the user has a new phone and has to set up 2FA again or during set up the phone is unable to scan the QR code. 


In case you experience difficulties logging in and receive the error "Invalid code" when entering the Authentication code provided by the app please make sure the date and time at the mobile phone and the machine are synchronized. Another possible interference with the two factor authentication is the fact that you are only allowed to have one active session. 


Re-activation for a new phone

Contact your business admin to reset the two-factor authentication for your Dossplorer account. Once the two-factor authentication has been reset, you will need to login to Dossplorer with your e-mail address and password. You will then have to reconfigure the 2FA by scanning the QR code. Follow the instructions on the screen and in in the authenticator app on your phone to link your phone to your Dossplorer account. The 'old' configuration that might still be available in the authenticator app won't work anymore and can be removed.


Unable to scan QR code

Please check the ‘Contrast’ and ‘Brightness’ settings of your computer screen. Your phone may have trouble scanning the QR code when the contrast and/or brightness of the screen is too low.


Date/Time settings

As the Google Authenticator app provides a new code every 30 seconds, even a small discrepancy between those times can cause failed login attempts.


In order to synchronize the time and date on Android, go to "Settings" in the main menu on the Google Authenticator app, then "Time correction for codes" followed by "Sync now".


On iPhone: go to iPhone Settings -> "General" -> "Date and Time" -> Make sure to enable "Set Automatically". If this setting is already enabled then disable and enable again after a few seconds.


Active sessions

Please make sure that you are logged out from Dossplorer on every device that you have used to login to Dossplorer. After making sure you are logged out, log in to Dossplorer using your preferred device. 


We strongly advise to actively log out after each session.