Common problems with your phone or authenticator app

Helpful tips if you cannot get the security code to log into myIR.

Problems with your phone

There are 2 main reasons why you cannot get the security code because of your phone:

• You have a new phone
• You have lost the phone.

You have a new phone

It would depend on the options you have set up for two-step verification. If it's email/SMS - request the code again and if still not working you will need to call us. 

General enquiries and myIR support - contact us

If your authenticator app is not sending the code - try again or you may need to reset it up by calling us and resetting your two-step verification options. 

If you only have 1 two-step verification option set up, you will need to call us to have their 2SV options reset.

Reset, update or remove a two-step verification method

You have lost your phone

If you only have 1 two-step verification option set up, you will need to call us to have your two-step verification options reset. 

General enquiries and myIR support - contact us

If you have 2 verification methods, for example, email and text message, download the authenticator app you used again, then log in using the other verification method you have not used.

You can download an authenticator app from the App Store (iOS) or Google Play (Android). Popular options include Microsoft Authenticator and Google Authenticator. Follow the app's instructions to set it up again.   

Next time you log into myIR, you will be prompted to set up two-step verification again. 

Problems with the authenticator app on your phone

The 3 main reasons you may be having problems with your authenticator app are:

• You cannot open your phone.
• The authenticator app might not be working.
• The QR code is not working. 

You cannot open your phone

If you have set up email as another method of getting a code, then the code will be sent to your email.

If you have set up a passkey, because passkeys are saved to your password manager, you can log in on other devices. 

Log into myIR using a passkey

If your only method is text or an authenticator app on your phone, then you will need to call us to reset your verification method.

General enquiries and myIR support - contact us

The authenticator app might not be working

If the app is not working contact the service provider or call us to reset your 2SV options.

General enquiries and myIR support - contact us

The QR code fails during set-up or when you log back in

If you cannot scan the QR code or it just will not work, manually enter the set-up code that myIR shows.

The code is time-based and changes regularly. It may have timed out so try again. Otherwise contact the service provider of the authenticator app.