Troubleshooting
If the codes generated by your Authenticator App are being rejected, the most common cause is that the time on your mobile device is out of sync.
Time-based one-time passwords (TOTP) rely on precise clock synchronisation between your device and the authentication server. If the time on your mobile device:
- Is set manually instead of using automatic network time;
- Has drifted by more than approximately 30 seconds; or
- Is using the incorrect time zone;
the 2FA codes may be rejected.
Please ensure your mobile device’s date, time, and time zone are set automatically, then try logging in again.
- On iPhone:
Go to Settings > General > Date & Time and ensure Set Automatically is toggled On. - On Samsung:
Go to Settings > General management > Date and time and ensure Automatic date and time is toggled On.
Once this has been enabled, return to the Cardstream login portal and enter your login credentials. You may need to refresh the page before attempting to log in again.
When prompted, enter the authentication code displayed in your Authenticator App.
Please note that you have up to 2 minutes after entering your login credentials to enter your authentication code. Authentication codes refresh every 30 seconds in your Authenticator App.
Should you need to reset your 2FA, you can request this with our Support Team.
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