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

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.

Updated on: 26/06/2026