Troubleshoot 2FA and a Lost or Replaced Phone
Check rejected authenticator codes, prepare for a new phone and get help when you cannot complete two-factor verification.
Start with the right credential
- Password: your Office sign-in password.
- Authenticator code: the temporary six-digit code generated for your Zonitel account.
- Setup key or QR: the secret used to configure the authenticator. Keep it private; never attach it to a support request.
If a code is rejected
- Open the authenticator entry for the correct Zonitel account. If you have several entries, check the account label.
- Wait for a fresh code, enter all six digits before it expires and try again. Check that your phone’s system date and time are correct.
- During initial setup, finish with Enable in Office. During sign-in, follow the verification prompt on that screen.
For the authenticator’s current troubleshooting instructions, see Google Authenticator help.
If you are replacing your phone
Before erasing the old phone, use Google Authenticator help to transfer your codes and verify access on the new device. If you saved the setup key securely, you can use it to configure the same authenticator entry again.
If the phone is lost and you cannot sign in
- Check whether you have access to a securely saved setup key or an authenticator account already transferred to another device.
- If you cannot generate a code, contact your account administrator or Zonitel for help recovering access. Follow the account-verification process provided to you.
- Share your login email and a brief description of the problem. Do not send your password, setup key, QR code or temporary codes.
A password reset is not a replacement for the authenticator. Do not assume that changing the password removes a 2FA requirement. Recovery options must be confirmed for your account.
Related: Enable two-factor authentication · Change or reset your password · Review an unfamiliar login.
Need help?
Contact your account administrator or Zonitel: info@zonitel.com · (833) 966-4835.