> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Can't Sign In with Two-Factor Authentication

> What to do when you don't get your code, the code doesn't work, or you lost your device.

> [!NOTE]
>
> Can't get past the two-factor authentication (2FA) step? Find your situation below.

**User level:** Everyone

***

## 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.

## 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**.

## "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.

## 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.

> [!WARNING]
>
> 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.

## 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.

## 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**.

## 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.

## Related articles

* [Two-Factor Authentication (2FA)](https://help.cloudtalk.io/en/articles/two-factor-authentication.md)
* [Require Two-Factor Authentication for Your Account](https://help.cloudtalk.io/en/articles/require-two-factor-authentication.md) (for admins)

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884). We're here for you.


## Related topics

- [Two-Factor Authentication (2FA)](https://help.cloudtalk.io/en/articles/two-factor-authentication.md)
- [Require Two-Factor Authentication for Your Account](https://help.cloudtalk.io/en/articles/require-two-factor-authentication.md)
- [Cannot Send or Receive SMS](https://help.cloudtalk.io/en/articles/12959333-cannot-send-or-receive-sms.md)


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