Two-step verification issues

Two-step verification issues
< Previous / Next >

Two-step verification issues

If you can't access your account because you're blocked by two-step verification, here are the most frequent issues and the related troubleshooting steps. More information about two-step verification is available here

 

If you get a message that your codes are invalid

  • Enter the code immediately after you see it on your phone. For your protection, verification codes are only valid for one minute. If you need a new code, click 'I need help getting a verification code' and you'll see other options.
  • Make sure you enter the verification code without any spaces or hyphens.
  • Ensure that the time is set accurately on your mobile device. Since authentication codes are time-sensitive, the time on your mobile device must be accurate for your authentication codes to be accepted by the Evernote service. We recommend you set your phone to update the time automatically.

If you can't generate new codes

  1. If you still have access to your account on Evernote Web, please go to your Account Settings > Security Summary and reset two-step verification from there.
  2. If you didn't use Google Authenticator but a different authenticator app, you should be able to log in by entering the codes generated by the authenticator app you chose upon setting up two-step verification.
  3. If you still have access to the device used to set up the 2FA, you should manage to generate a code from there. Then, go to your Account Settings > Security Summary and reset two-step verification to link it to the new device.
  4. If you have the back-up codes issued when setting up the 2FA, you can click on Need help getting a verification code? and click Use a back-up code.
If you tried all the above steps but are still having issues, please submit a ticket, making sure to include the following information:
  1. The email address tied to your Evernote account
  2. Billing information. Your payment receipts, and if you paid via a Credit Card, please provide its last 4 digits and the Expiration date.
  3. Any City/State/Province(s) from which you accessed this account in the last 30 days
  4. Any device from which you accessed this account in the last 30 days
  5. The IP address from which you accessed this account
  6. If you previously used SMS as authentication method, the phone number used to set it up

LANGUAGES_PRODUCT

Keywords:

  • two-step verification
  • codes
  • backup codes
  • locked out
  • MFA
  • TFA
  • verification code