My two factor authentication codes are not working, what do I do?

This article helps to troubleshoot two factor authentication errors.

Mobile Phone SMS code

If you did not receive codes by text message to verify your mobile device after entering your phone number, make sure to check that the country code and phone number you entered were correct and that your phone is in service and can receive text messages. Text message delivery speeds and availability can vary depending on location and service provider. If you have limited mobile service, ensure your phone is connected to a wireless network. If your code is not appearing, restart your mobile phone and attempt to log in once more. 

Authenticator App

If you enabled two factor authentication on an authentication app, the authentication code from the app should be six-digits in length. 

The code expires after a certain amount of time. Authenticator apps rely on the time set on your device to create the authentication code. If the time on your device does not match the time on your computer then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from. You can check that the times sync here. If your code is still not working, please restart your device and retry logging in. 

What next?

Please ensure that you are using Google Chrome, Artsy is optimised for Chrome as it is the browser most regularly maintained and updated and secured.

1. Clear your cache with the following guide: Clearing Your Browser's Cache
2. Open an incognito window with this guide: Using Incognito Mode or Private Browsing
3. Log in at "cms.artsy.net" with your gallery account email and password.

If you are still running into trouble, please reach out to partnersupport@artsy.net.