During the use of Google Authenticator, users may encounter some common issues. Below we will explain these issues and provide solutions.
What should I do if I lose my private key?
If a user loses their private key, they can reset the key by submitting identity verification and account verification. Users need to ensure that they have backed up the new key to avoid losing it again.
What are the reasons for not being able to use Google Authenticator?
If you are unable to use Google Authenticator, it may be due to one of the following reasons:
Phone change or loss: If the phone is changed or lost, the Google Authenticator needs to be reset.
Inaccurate phone time: Google Authenticator's time synchronization is based on the phone's time. If the phone's time is inaccurate, the authenticator will have issues.
Google Authenticator malfunction: In rare cases, Google Authenticator may malfunction, requiring reinstallation or version update.
What should I do if verification fails?
If verification fails, you can try the following solutions:
- Check the time: Make sure your phone's time is correct because Google Authenticator works based on time.
- Check the network connection: Make sure your phone can connect to the internet because Google Authenticator needs to communicate with the server.
- Reset Google Authenticator: If the above two methods cannot solve the problem, you may need to reset Google Authenticator and re-enable it.
If you have any other questions or issues about Google Authenticator settings, please contact the 3EX customer service for assistance.
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