Google Authenticator troubleshooting


What is 2-step verification?

Finansiv requires all users to set up 2-step verification, known also as 2-factor (2FA) or multifactor authentication, as an added security layer in addition to your username and password.

With 2-step verification enabled on your account, you’ll need to provide a unique verification code sent to your phone in addition to your username and password.

Some events that can trigger 2-step verification

  • A sign-in attempt
  • Sending crypto out of your Finansiv account

How to transfer your Google Authenticator to new mobile device

You can do so in two ways:

Export all old Google Authenticator accounts and import them on the new device

  1. Open Google Authenticator on your older phone
  2. Tap on the three dots on the top right of the screen and select “Transfer accounts”
  3. Select “Export accounts.” You may be asked to verify your identity via a fingerprint, password, or another method.
  4. Select which accounts you want to export by checking them off. Tap “Next.”
  5. You’ll be shown a QR code
  6. Go to your new phone. Follow the instructions above, but select “Import accounts.”
  7. You’ll be given instructions on how to export your accounts from the older phone. Since you already know how to do that, just select “Scan QR code.”
  8. Scan the code on your old phone with your new phone

Disable the current Google Authenticator pairing with your Finansiv account and enable it on your new device

  1. Sign in to your account with your username, password, and 2-step verification code from your old device.
  2. Go to the Settings page in your user account.
  3. Disable your Google Authenticator.
  4. Enable it again and scan the new secret key with your new Authenticator device.

My codes aren’t working

Check that the clock on your device is set to the correct timezone. An incorrect clock can cause codes to be out of sync.


I no longer have access to my old mobile device

If you no longer have access to your mobile device, contact our support team and let us know. We will guide you through the process of restoring access to your Finansiv account.