# \[FAQ\] Common problems with two-factor authentication for Onix accounts

**URL:** <https://community.onix.com/t/faq-common-problems-with-two-factor-authentication-for-onix-accounts/2262>\
**Category:** Frequently asked questions\
**Tags:** official\
**Created:** [January 22, 2026, 7:50am UTC](https://community.onix.com/t/faq-common-problems-with-two-factor-authentication-for-onix-accounts/2262 "2026-01-22T07:50:16Z")\
**Posts on this page:** 1\
**Page:** 1

<div class="post-metadata">

**Author:** ![phuong.duong](https://dub1.discourse-cdn.com/flex013/user_avatar/community.onix.com/phuong.duong/32/1316_2.png) [@phuong.duong](https://community.onix.com/u/phuong.duong)\
**Post date:** [January 22, 2026, 7:50am UTC](https://community.onix.com/t/faq-common-problems-with-two-factor-authentication-for-onix-accounts/2262/1 "2026-01-22T07:50:16Z")

</div>

If you’re looking for help to set up or sign in to Onix account with two-factor authentication (2FA), review the common problems below to see if any apply to you.

 

# Issues during sign-in with 2FA

## I can’t use my authenticator app

> **Solution**
>
> If you can’t get a code from your authenticator app, you can request a temporary access code by email.
> 
> 1. On the **Enter verification code** screen, select **Try another way**.  
> ![](https://europe1.discourse-cdn.com/flex013/uploads/onix/original/2X/6/6b05a1de4c97c2307d68dfd7219e2d23b83851fc.png)
> 2. Check your email for a temporary access code.
> 3. Enter the temporary access code on the Onix sign-in page and select **Verify**.  
> ![](https://europe1.discourse-cdn.com/flex013/uploads/onix/original/2X/4/47b7a4d43edc1a52be8b78c84eb3792ffef669e2.png)

## I requested a temporary access code, but can’t find the email

> **Solution**
>
> First, try the following steps:
> 
> - Look in your spam or junk folder.
> - Make sure your email address was entered correctly.  
> For more details, see [this guide on solving issues with email delivery](https://community.onix.com/t/faq-i-do-not-receive-email-notifications-from-onix/2319).
> 
> If you still don’t receive the email:
> 
> - Try signing in with a different email address and request the temporary access code again.
> - Or, ask your administrator to generate a new temporary access code:
> 1. In **Onix Work** , the admin should go to **Settings \> Users & Roles**.
> 2. Select your user account and choose **Get access code**.
> 3. The admin can copy the code and share it with you.
> 4. You select **Try another way** on Onix sign-in page, and enter that code on the **Enter temporary access code** page.

## I lost my phone

> **Solution**
>
> To sign in without your phone, ask your administrator to generate a new temporary access code:
> 
> 1. In **Onix Work** , the admin should go to **Settings \> Users & Roles**.
> 2. Select your user account and choose **Get access code**.
> 3. The admin can copy the code and share it with you.
> 4. You select **Try another way** on Onix sign-in page, and enter that code on the **Enter temporary access code** page.
> 
> After you get a new phone:
> 
> - Ask your admin to reset 2FA for your account.
> - [Set up 2FA](https://community.onix.com/t/keep-your-onix-account-secure-with-two-factor-authentication/2260#p-4397-set-up-two-factor-authentication-9) again on your new phone using your authenticator app.

## I can’t enter the code after multiple attempts

> **Solution**
>
> If you enter the wrong verification code or temporary access code multiple times, Onix may temporarily block further attempts to protect your account. You should wait a few minutes before trying again.
> 
> ![](https://europe1.discourse-cdn.com/flex013/uploads/onix/original/2X/2/25632ea294da7d3bc7320c13b0cee4b1945899a1.png)

# Account recovery and support

## I want to reset my password while 2FA is turned on

> **Solution**
>
> You can reset your password at any time. After that, sign in using your authenticator app as usual.  
> [Follow the steps in this guide](https://community.onix.com/t/how-to-use-onix-account/319#p-588-h-24-change-password-9) to reset your password.

## I need help with 2FA, but my admin can’t assist

> **Solution**
>
> If your administrator is unavailable or unable to help, contact **Onix Support** at [support@onix.com](mailto:support@onix.com).

## I received a temporary access code but didn’t request it

> **Solution**
>
> There are a few possible reasons why you received an unexpected temporary access code:
> 
> - Someone mistakenly entered your email when trying to sign in.
> - Someone is trying to access your account.
> - A code you requested earlier was delayed in delivery.
> 
> If you didn’t request the code, ignore it. Without access to your password or device, no one can sign in.
> 
> If you have concerns about account security, contact Onix Support at [support@onix.com](mailto:support@onix.com).

# 2FA settings

## I want to turn off 2FA

> **Solution**
>
> We strongly recommend keeping 2FA enabled to protect your account.  
> However, if you need to turn it off, ask your admin to[reset 2FA for your user account](https://community.onix.com/t/manage-two-factor-authentication-2fa-for-your-organization/2263#p-4401-reset-2fa-for-a-user-3). If your company does not require 2FA, you’ll only need your email and password the next time you sign in.

## I skipped 2FA setup, but I’m still being asked to set it up

> **Solution**
>
> If you see the **“Keep your account secure”** message again before the 14-day reminder, it means your organization has made 2FA mandatory. You can no longer skip setup.
> 
> To continue using Onix, you must complete 2FA setup.