MFA Code Not Arriving

For TOTP (authenticator app)

1. Check time sync

TOTP is time-based, so it fails if your device's clock has drifted.

• Smartphone: "Settings" → "Date & time" → turn on "Set automatically"
• Google Authenticator: top-right menu → "Settings" → "Time correction" → "Sync now"
• A drift of more than a minute will cause failures

2. Are you using the code for the right account?

If you have multiple accounts in your authenticator app, make sure you're using the code for the correct "ReceiptRoller" entry.

3. Has the code gone stale?

TOTP codes rotate every 30 seconds. Enter it promptly after it appears. If there are 3 seconds or fewer remaining, it's safer to wait for the next code.

For SMS

• Check your phone's signal and reception
• Check your SMS spam filter
• If it hasn't arrived after 5 minutes, use "Resend"
• Check whether your number changed when you switched phones

For passkeys / FIDO2

• Do you have the registered device (YubiKey, Touch ID, etc.) to hand?
• Does your browser support passkeys (latest Chrome, Safari, Edge)?
• For USB: try reinserting it

If you lose or break your MFA device

1. Log in with a recovery code (you should have kept the 10 single-use codes)
2. After logging in, go to "Security" → "Reset MFA" and switch to a new device

If you've lost your recovery codes too

Request an identity verification process from support. Prepare the following information.

• Your registered email address
• The identity details from when you registered (name, business account name, etc.)
• Information showing your past usage (store names you used, last login date/time, etc.)
• Photo ID (if needed)

Related guides

• Setting up multi-factor authentication (MFA)
• Can't log in
• Contacting support
• Back to Account Help