If you attempt to enter the 6-digit code generated by the ID.me Authenticator app and you are having issues or receive an error, please follow the below steps to troubleshoot the issue.
NOTE: Troubleshooting Step 1 applies to all types of smart devices. If Step 1 does not correct the issue, Troubleshooting Step 2 includes additional steps for troubleshooting further based on your specific type of smart device type: either iPhone or Android.
STEP 1 – Check the Timer next to the 6-digit code
When you attempt to enter the 6-digit code generated by the ID.me Authenticator app, ensure that there is time remaining on the timer counting down, shown to the right of the 6-digit code.
Example: A 6-digit code with corresponding timer is shown in the picture below with 19 seconds remaining.
The 6-digit code displayed should be entered before the seconds on the timer have counted down to zero. If the timer has counted down to nearly zero and you have not yet had time to enter the code that is being displayed, please allow a new code to generate, and attempt to enter the new code that is displayed within the newly allocated 30 seconds. (A new 6-digit code with 30 seconds remaining on the timer will automatically be generated when the timer for the code currently being displayed reaches zero seconds).
After these steps, attempt to enter the newly generated 6-digit code while time is still remaining on the timer.
If this does not correct the issue, please Continue to STEP 2.
STEP 2 – Find your smart device type below to continue troubleshooting.
FOR IPHONE USERS
Go to your phone’s ‘Settings’ and then General Settings. Select ‘Date & Time’ Settings to view and ensure that the time/time zone is selected to ‘Set Automatically’.
- If you have the time/time zone selected to Set Automatically, please turn the Automatic time OFF for 15 seconds, and then select the automatic time back to ON.
- If you previously had deselected Automatic time, please select the Automatic time to ON.
After these steps, generate a new 6-digit code and attempt to enter the new code. If this does not correct the issue, please submit a ticket to our support team.
FOR ANDROID USERS
1. Check Automatic Time / Time Zone
Go to your phone’s ‘Settings’ and select ‘System (Languages, time, backup, updates)’. Select ‘Date & Time’ and ensure that the ‘Automatic Time Zone’ and ‘Automatic Date and Time’ are selected to ‘use network provided time/time zone’.
- If you have the Automatic Time Zone/Automatic Date & Time selected ON for ‘use network provided time’, please turn both the Automatic Time Zone and Automatic Date & Time to OFF for 15 seconds, and then turn both Automatic Time Zone/Automatic Date & Time back to ON.
- If you previously had deselected Automatic Time Zone/Automatic Date and Time to OFF, please select both the Automatic Time Zone/Automatic Date & Time to ON.
After these steps, generate a new 6-digit code and attempt to enter the new code. If this does not correct the issue, please submit a ticket to our support team.
2. If NO CODE Generated:
If you are using the ID.me Authenticator in “Code Generator” mode and had trouble generating a 6-digit code, complete the following steps:
Go to your phone’s ‘Settings’ menu and select ‘Apps (Default apps, App permissions)’. Within ‘Apps’, select the ID.me Authenticator app. Select ‘Storage’ from within the Authenticator app info menu.
Within the ID.me Authenticator’s Storage menu, you should see options to ‘clear data’ and/or to ‘clear cache’. Select both ‘clear data’ and ‘clear cache’ or whichever of these options is available and interactive to be selected by you. When you select to clear the data/cache you may be prompted with a pop up asking for permission to delete the application’s data permanently. Select “OK” or Yes to proceed forward.
After completing these steps, turn your phone completely off and back on.
After turning your phone back on, open the ID.me Authenticator App and click the green “+” sign at the top right-hand corner of the app to add a new account. You should immediately be prompted with a depiction of how to scan the QR Code with your smart device. 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 submit a ticket to our support team.
