Troubleshoot 2-Factor Authentication

Each time you input a 2-factor authentication passcode to log in to your Mailchimp account, you should be granted access. In some cases, you may see an error or can't access the app to log in.

In this article, you'll find solutions for common issues with SMS and authenticator app 2-factor authentication.

I received a passcode error

You must launch your authenticator app to generate a new passcode each time you log in to Mailchimp. If your passcode is rejected, here are a couple troubleshooting steps to take.

• Make sure the passcode is for your Mailchimp account.
  Your authenticator application could be connected to more than one service or account. Make sure the generated passcode is for the Mailchimp account you want to log in to.
• Use a valid authenticator passcode.
  Authenticator apps generate passcodes that are only valid for 30 seconds at a time. If a passcode is older than 30 seconds, relaunch your authenticator app on your mobile device and enter the new passcode in the Verification code field in Mailchimp.
• Use automatic time and date settings on your device.
  Mailchimp works with your authenticator app to use a time-based system to generate passcodes. If the device's time is set manually, the passcodes generated by the authenticator app and Mailchimp could be out of sync and result in a login error. Use your mobile device's automatic date and time setting to make sure your authenticator app's passcode expiration is synchronized with Mailchimp's passcode timing.
• Check the sync settings on your Android device.
  If you use an Android device with Google Authenticator, the app may not be synced correctly. To fix this, launch the Google Authenticator app on your mobile device and access the settings from the main menu. Navigate to the time correction setting for codes and sync.

My phone is lost or broken.

A 2-factor authentication app connects only to the specific mobile device it's set up on. If you lose the device or otherwise can't access the authenticator app, you'll need the Mailchimp backup code that was given to you when you set up 2-factor authentication. The backup code is a different code from the one you used to set up 2-factor authentication on your device.

If you don't have your backup code, try this option.

• Account Admin Access
  If the account has an Admin, they can help you regain access to the account. This process requires you to create a new profile with a new username to access the account you're locked out of.

Ask an Admin to invite you to the account as a new user. After the Admin sends the invitation, you'll receive an email prompting you to create a new profile. Sign up with a new username and use it to log in to the account moving forward. Your old username will no longer be able to access the account, unless you locate the backup code in the future.

If your account settings require 2-factor authentication, you’ll be prompted to set it up as soon as you create your new username and login. If you’re unable to set up 2-factor authentication due to a lost or broken phone, an Admin will need to remove the 2-factor authentication requirement for your user level before inviting you to the account. 2-factor authentication can be re-enabled when you’re able to use it again.

I received a message that an Authenticator Passcode is required to log in.

When an Owner or Admin enables 2-factor authentication for their login, all additional users with access to the account will also be required to set up 2-factor authentication the next time they log in. This adds an extra layer of security to the account. If this requirement is enabled and you don’t have 2-factor authentication set up for your login, you’ll see the Authenticator Passcode Required prompt when you log in to your Mailchimp account. Learn how to Set up a 2-Factor Authentication App at Login.

Don't share your login credentials or multi-factor authentication code with anyone; our employees will never ask for the code.

I'm required to complete 2-factor authentication too often

By default, Mailchimp requires you to log in and complete 2-factor authentication every time you return to your account after leaving it.

Enable specific Mailchimp cookies and select the remember me options when you log in to reduce the number of times you need to complete these processes. To keep your account secure, we recommend only doing this on your personal, trusted devices.

To enable remember me options, follow these steps.

1. Click your profile icon and choose Cookie Preferences.
2. Use the toggle to enable Performance and Functionality Cookies.
3. Click Confirm My Choices.
4. Next time you log in, check the boxes next to Keep me logged in and Skip this for two weeks.

If you clear your browser cookies, you’ll need to repeat these steps to enable this functionality again. You’ll always be asked to log in and complete 2-factor authentication if you access Mailchimp on a different or unknown device.