2-Step verification troubleshooting

2-Step verification troubleshooting

I don’t know how to obtain my OTPs

Whenever the OTP is requested, we will let you know how you can obtain it (via SMS, Google Authenticator app or Microsoft authenticator app), according to what you decided when you enabled 2-step verification.

If the OTP is delivered through SMS, we will show you the last 3 digits of the phone number it will be delivered to. Please make sure it’s the correct phone number and that you can receive SMS at the moment.

If the OTP can be found in your Google or Microsoft authenticator app, we recommend you look for it in the app you chose. If you can’t remember, you can look for it in both apps.

If you need additional assistance, you can contact us here.

 

I no longer have access to my Google or Microsoft authenticator app

If you cannot access your Google or Microsoft authenticator app, you can request assistance here.

 

I’m not receiving the SMS

The last 3 digits of the phone number where the SMS will be delivered to are displayed on the website or app. Please make sure it’s the correct phone number and that you can receive SMS at the moment.

If you need additional assistance, you can contact us here.

 

I receive an error message stating my OTP is incorrect

If you’re using Google or Microsoft Authenticator app, we recommend you the following:

  • Make sure to type the OTP while it’s valid according to your authenticator app. The OTPs are updated every 30 seconds and once it changes, you should use the new one.
  • Make sure the OTP on your authenticator app is updated every 30 seconds. If it’s not updating, we recommend you force the authentication app update by clicking and holding down any of the codes for 2 seconds or rotating your device screen between vertical and horizontal.
  • Make sure the LifeMiles number you’re using on LifeMiles website or app matches the one on your Google/ Microsoft authenticator app
  • Make sure your LifeMiles number is registered only once in your authenticator app. In case there are two or more records for the same LifeMiles number, you should use the last one and delete the rest.

 

If you’re using SMS, we recommend you the following:

  • Request a new OTP
  • Make sure you type in the OTP within 5 minutes after requesting it

If you need additional assistance, you can contact us here. 

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