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 

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 this example, 19 seconds are left.
Enter the code before the timer counts down to zero; a new code is generated every 30 seconds. If you run out of time, wait for a new code to be generated and try again.

Select one of the following:

• Steps for iPhone
• Steps for Android
• Steps if no code is generated

Check the settings on your iPhone

1. Select Settings, then General.  

2. Select Date & Time, and look for the Set Automatically switch.

   1. If the switch was on, turn it off for 15 seconds, and then turn it back on.

   2. If the switch was off, turn it on. 

3. Generate a new code on the ID.me Authenticator app and attempt to enter it. 

If this does not correct the issue, try setting up a different MFA method.

Check the settings on your Android

1. Select Settings, then System (Languages, time, backup, updates).

2. Select Date & Time

3. Make sure that both Automatic Time Zone and Automatic Date and Time are set to "use network provided time."   

   1. 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.

   2. If they were off, turn on both Automatic Time Zone and Automatic Date & Time.  

4. Generate a new code on the ID.me Authenticator app and attempt to enter it. 

If this does not correct the issue, try setting up a different MFA method.

If no code is generated

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

1. In the Settings menu, select Apps (Default apps, App permissions).  

2. Select the ID.me Authenticator app, then select Storage.

3. 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.

4. Turn your phone completely off and back on again.

5. Then open the ID.me Authenticator app and select the green plus-sign icon at the top right-hand corner of the app to add a new account.  

6. 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, try setting up a different MFA method.