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Can’t get past the two-factor authentication (2FA) step? Find your situation below.
User level: Everyone

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I didn’t get the email code

  • Check your spam or junk folder. Codes come from CloudTalk.
  • Wait a moment, then click Resend code. You can ask for a new code every 30 seconds, up to 5 times an hour.
  • Each code expires after 10 minutes. If yours is older, request a new one.
  • If you’ve set up a passkey or an authenticator app, click Choose another method and use that instead.

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The code didn’t work

  • Authenticator app: enter the code the app shows right now. Codes change every 30 seconds. If codes keep failing, check that the time on your phone is set automatically.
  • Email code: use the code from the latest email. Each code works only once.
  • After 5 wrong entries, a code stops working. Click Send a new code.

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“Too many attempts”

If too many codes in a row are wrong, CloudTalk pauses codes for a short while to protect your account: first 1 minute, then 5 minutes, then 15 minutes.
  • Wait and try again. The pause is never permanent.
  • Your passkey still works during the pause, so use it if you have one.

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I lost my phone or my passkey

  1. Click Choose another method and sign in with a method you still have: a passkey on another device, your authenticator app, or an email code.
  2. Then open Profile > Two-factor authentication, remove the lost method, and set up a new one.
Passkeys often sync between your devices through iCloud Keychain or Google Password Manager, so a passkey from a lost device may still be on your other devices. If you have a passkey or an authenticator app, you can also choose an email code at sign-in, even if you never set up email.
If your company allows only authenticator apps and passkeys, there’s no email option. Ask an admin in your CloudTalk account to reset your two-factor authentication.
If none of your methods work, see the next section.

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None of my methods work

Ask an admin in your CloudTalk account to reset your two-factor authentication. They do it in Users, in the Two-factor authentication tab of your user. You then set up a new method at your next sign-in. If you’re an admin and no other admin can help, your account admin can ask CloudTalk Support. Support only resets 2FA at an admin’s request and checks it against your billing details, never by email.

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I’m asked for the second step again

CloudTalk asks again on a device you trusted when:
  • you haven’t used the device for 30 days,
  • it’s been 90 days since you first trusted it,
  • your password was changed or reset, including through Forgot password,
  • your two-factor authentication was reset by an admin or by CloudTalk Support,
  • you cleared your browser data, or you’re using a different browser,
  • the device was removed from your trusted devices, by you or by an admin using Revoke all trusted devices,
  • you clicked This wasn’t me in a new sign-in email.
Pass the second step once more, and tick Trust this device for 30 days.

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I got a sign-in email, but it wasn’t me

Click This wasn’t me in the email and confirm. CloudTalk signs out every session, removes all trusted devices, and asks you to create a new password. Your 2FA methods stay as they are.
Need help or have a question? Just reach out through our Support portal. We’re here for you.