Troubleshooting for two-step authentication

Some common questions you might have when using two-step authentication and how to resolve them.

How can I log in if I lose or change my mobile device?

If you've lost or changed your device, you can still log in using your security questions. Once you've logged in you'll need to disable the link between your old device and your account, and then set up two-step authentication on your new device.

Can I change my backup security questions?

To choose different backup security questions, you’ll need to disable two-step authentication, and then set up two-step authentication again.

Why can’t I log in using the authentication code?

Each authentication code is only valid for a set period of time, and is based on the time zone you're in. If you’ve manually changed the time on your mobile device, you may not be able to log in using authentication codes. Change your device settings to use the system-provided time and try again.

What do I do if I can’t log in?

After 6 unsuccessful login attempts, using either the authentication code or security questions, we'll temporarily lock your account. You can try logging in again after 2 hours.

If you still can't log in after your account is unlocked, you'll need to contact us to have your account reset. Click Contact Xero Support at the bottom of this page.

You'll need to prove that you're the owner of the account before we'll reset it. This may take some time, but it's necessary to ensure there's no unauthorised access to your account.

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