Have a new phone?
If you have 2FA activated for your company's account in CtrlPrint and have received a new phone you will need your token reset by an administrator. (This is someone at your company or your agency partner and not someone at CtrlPrint.) This will allow you to rescan the QR code and sync your account with your new phone.
Your administrator will need to log in as an admin in the system, locate your user account and click on the option called "Reset 2-Step verification". The next time you log in you will be presented with a new QR code to scan.
If no administrators are available to help then you can send a request to email@example.com (this must come from the email address associated with your CtrlPrint account) requesting your 2FA token to be reset.
Are your codes not working?
Your verification codes are linked to the application on the phone which you originally synced with CtrlPrint. (When you scanned the QR code.) You will not be able to use any other phone or verification method if you lose your phone.
Because the codes are time sensitive it is important that your phone displays the correct time. A difference of even 20-30 seconds will be enough for the codes not to be accepted by the system.
To reset the time code on Google Authenticator on Android phones:
- Go to the Main Menu on Google Authenticator
- Select Settings
- Select Time correction for codes
- Select Sync now
To reset the time code on iPhones:
- Go to the iPhone Settings app
- Select General
- Select Date & Time
- Enable Set Automatically
- If it's already enabled, disable it, wait a few seconds and re-enable.
If you continue to have issues and are unable to resolve them you should first attempt to resync your phone with the system by rescanning to the QR code.