This document describes problems you might encounter when using two-factor authentication to sign in to your myDartfish account.
- Your myDartfish account won't accept your validation code, but you know you're using the right code
- You've replaced your phone, or want to start using a different authenticator app
- You don't have your phone or can't access your authenticator app for two-factor authentication
- Your emergency recovery key doesn't work, or you've lost it
Your myDartfish account won't accept your validation code, but you know you're using the right code
If you know you’re using the correct validation code but your myDartfish account won’t accept it, make sure:
- you’re entering the validation code as a single string, for example, 111000 instead of 111 000
- you're looking at the correct verification app and the correct code for your myDartfish account, as many apps allow you to add several accounts and codes in the same app
- the time for your app and phone is the same, and if they’re not, reset your phone’s clock and try to access your account again
If you've tried everything in this list, sign in with your emergency recovery key.
You've replaced your phone, or want to start using a different authenticator app
Disable two-factor authentication, then enable two-factor authentication again on your new phone or authenticator app.
You don't have your phone or can't access your authenticator app for two-factor authentication
If you’re unable to receive a validation code, you can still sign in using the emergency recovery key you were given when setting up two-factor authentication.
To sign in using your emergency recovery key:
- Go to the sign in screen for your myDartfish acount.
- Enter your email address and password, then select Sign in.
- Select Can't use your smartphone? at the bottom of the page.
- Enter your emergency recovery key and select Validate.
Your emergency recovery key doesn't work, or you've lost it
Your emergency recovery key may not work if it’s already been used before, you didn’t save it when you enabled two-factor authentication.
To recover access to your account:
- On the Two-factor validation screen, select Can't find your emergency recovery key?
- Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your myDartfish account.
- Follow the instructions in the email to regain access to your myDartfish account.
If you don’t receive your recovery email, contact Dartfish Support and we’ll send another one to the address associated with your myDartfish account.