> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.granitegrc.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# My authenticator app’s six-digit code is not accepted. What should I do?

|| Usually, this happens because the account in the authenticator app is not the one linked to this service, or your phone/authenticator has changed.

###### What to do:
* **Make sure you are using the correct account in your authenticator app:**
Many people have multiple codes (e.g., for Microsoft 365 or other services). Ensure you are using the one specifically linked to Granite.
* **Enter the code correctly and quickly:**
The code changes approximately every **30 seconds**. If it expires before you enter it, try the next code.
* **Check your phone’s time and time zone:**
Set both to **automatic**. Some apps also have a “correct time” or “time sync” feature you can use.
* **If you have changed your phone, phone number, or reinstalled the authenticator app:**
The previously added account may no longer be in your app. In this case, contact Granite support and request a **2FA/MFA reset**.
* **If you have not previously enabled 2FA for this service:**
Request a reset and set it up using the QR code.

###### When contacting Granite support include:
* Your username
* A brief description of the issue (e.g., phone changed, authenticator reinstalled, code not accepted)

###### Note
* Support will **never ask for your authentication codes**.
* If needed, support may verify your identity through your organization’s contact person or administrator.