I'm having trouble entering my 6-digit code.

If you have trouble when you attempt to enter the 6-digit code generated by the ID.me Authenticator app when used as a code generator, please try the following.  

 

Check the timer (all devices)

No matter what type of smart device you are using, first check to make sure there is time remaining on the 30-second timer that is displayed with your code. In the example below, 19 seconds are left.

unnamed.jpg

Enter the code before the timer counts down to zero. If you run out of time, wait for a new code to be generated and try again. (A new code is generated every 30 seconds.)

If you are still having trouble, check your device's date and time settings.

 

Check the settings on your phone 

FOR IPHONE USERS

  • Tap Settings, then General.  
  • Tap Date & Time, and look for the Set Automatically switch.
  • - If the switch was on, turn it off for 15 seconds, and then turn it back on.
  • - If the switch was off, turn it on.  

Now generate a new code and attempt to enter it. If this does not correct the issue, please contact our Member Support team.

 

FOR ANDROID USERS

1.  Check Automatic Time / Time Zone:

  • Tap Settings, then System (Languages, time, backup, updates).  
  • Tap Date & Time and make sure that both Automatic Time Zone and Automatic Date and Time are set to use network provided time/time zone.   
  • - If Automatic Time Zone and Automatic Date & Time are set to use network provided time, turn both settings off for 15 seconds, and then back on.
  • - If they were off, turn on both Automatic Time Zone and Automatic Date & Time.  

Now generate a new code and attempt to enter it. If this does not correct the issue, please contact our Member Support team.

 

2.  If No Code Is Generated:

If you are using the ID.me Authenticator in Code Generator mode on an Android device, and had trouble generating a 6-digit code, complete the following steps:

  • In the Settings menu, select Apps (Default apps, App permissions).  
  • Select the ID.me Authenticator app, then select Storage.
  • Depending on your device, select ‘clear data’ or ‘clear cache’. (You may be asked if you want to  delete the application’s data permanently. Select OK or Yes.)
  • Turn your phone completely off and back on again.
  • Then open the ID.me Authenticator app and tap the green plus-sign icon at the top right-hand corner of the app to add a new account.  
  • Select Scan QR Code and use your smart device to scan the QR code from the ID.me workflow. 

If this does not correct the issue, please contact our Member Support team.

Related articles