Troubleshooting two-factor authentication

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Troubleshooting two-factor authentication

Last updated September 30, 2025 21:10

Steps to resolve errors that occur when setting up or logging in with two-factor authentication.

This guide covers troubleshooting tips for enabling and logging in with two-factor authentication. To enable two-factor authentication, visit Protect your account with two-factor authentication.

I've lost or broken my phone

If you printed or saved your backup codes during setup, use them to access your account by following these steps. If you don't have your backup codes, contact us.

Tip: Check to see if you’re logged in on a different device. If so, you can temporarily disable two-factor authentication to access your account on a new device.

If you use an authentication app

If you enabled two-factor authentication via an authentication app and you got a new phone, set up two-factor authentication again on your new device.

  1. Temporarily disable two-factor authentication in your account settings.
  2. Click Set Up beside Authentication App to re-enable it.

This time, you’ll scan the QR code from the authentication app on your new device.

If you receive a text message

If you have a new phone number and receive two-factor authentication codes via text message:

  1. Temporarily disable two-factor authentication in your account settings.
  2. Click Set Up beside Text Message to re-enable it with a new phone number.

I didn't receive a text message

If you didn’t receive a text message with your authentication code, this could be for a few reasons. Follow these steps to resolve the issue:

  1. If you have limited cell service, ensure your phone is connected to a wireless network.
  2. Review the recipient phone number. The login screen displays the last four digits of the phone number the code was sent to.
  3. If you no longer have access to this number, use your backup codes. If you didn’t print them, contact us.
  4. If the page doesn’t display a partial phone number, use the authentication app to get your six-digit code. Or you can send a new code via text message to the phone number you used to set up two-factor authentication. On the login screen, click Use a different method. Then, click Text message.
  5. If you followed the steps above and still have trouble logging in, contact us.

Note: If you enable the authentication app or passkey 2FA and the text message 2FA, you won’t receive a text message immediately. Use the authentication app or passkey to get your code instead. Or, to receive a text message, click Use a different method and then select Text message.

I can't install the authentication app

If you don't have a smartphone or can't install apps, enable two-factor authentication via text message or passkey. You can also visit Security tips for protecting your account to review other options for increasing your account security.

My country isn't listed in the dropdown menu

If your country isn't listed in the country code dropdown menu, two-factor authentication via text message isn’t available in your area yet. Enable two-factor authentication via an authentication app or passkey instead.

I can’t set up a passkey

Keep in mind that passkey authentication depends on which browser or operating system you use. Also, it’s provided by a third party, therefore passkeys fall outside our scope of support. We suggest following the prompts in your browser and on your mobile device (if applicable). If it’s still not working, you can enable two-factor authentication via text message or an authentication app.

I can't log into the mobile app

If you can't log into the Squarespace mobile app after enabling two-factor authentication, update the app to the most recent version. If you log out of the app, you'll need an authentication code to log back in.

Common error messages when using two-factor authentication

The following are error messages that may appear with two-factor authentication.

Code is incorrect

This message appears if the code you entered is incorrect or expired. If it's only been a few seconds, double-check your entry and try again.

If you used an authentication app:

Codes generated by Google Authenticator disappear after 30 seconds and expire at 60 seconds. After a code expires, you can't use it to log in.

If trying a new code doesn't work, ensure your phone's time is set to automatically update to your local time zone. If you've manually set your phone to a different time, your authenticator codes won't work.

If you received a text message:

After checking your entry for errors, send a new code and try again. Codes sent via text message expire after five minutes.

More troubleshooting:

If you still can't log in after using a fresh code and your phone's time is correct:

  • If you've already set up two-factor authentication, try your backup codes.
  • If you're currently setting up two-factor authentication, contact us.

You've requested too many codes. Make sure your phone number is correct and try again later.

You'll see this message if you tried to request more than 10 codes within one hour. Wait an hour before trying to log in again.

Invalid phone number

This message appears during setup if the phone number you entered is invalid, or in an invalid format.

Try again, ensuring you select the correct country from the drop-down menu. Then, enter your phone number without the country code. For example, if you have a US number, you should only enter 10 digits.

Yes: 555-555-5555

No:1-555-555-5555

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Troubleshooting two-factor authentication