Common Issues with Authentication Apps

1.What is identity verification? Which authenticators are supported?

Identity verification app codes are generated by third-party dynamic password tools, working similarly to SMS verification. After binding, a dynamic code is generated every 30 seconds, which can be used for security verification during login, withdrawals, and security setting changes.

The platform has upgraded its security verification measures, expanding the previous Google verification feature to support multiple identity verification apps. Currently, we support various authenticators, including Google Authenticator, Microsoft Authenticator, Authy, etc. If you cannot access Google Authenticator, consider using Microsoft Authenticator. You can choose and install the app that suits your needs.

2.How to set the account name for the identity verification app?

When setting up the identity verification app, the account name is set by you. You can choose a memorable account name based on your preference. This process does not require scanning a QR code; simply enter the desired account name manually in the app.

3.How to view the identity verification code?

The verification code is generated by a third-party dynamic password tool, working similarly to SMS verification. After binding, a dynamic code is generated at regular intervals and can be used for security verification during login, withdrawals, and security setting changes.

After binding the authenticator, opening the app will display a dynamically changing verification code, which is the identity verification code you need to enter.

4.What to do if "Identity verification failed" is prompted during login/withdrawal?

If the system prompts that the identity verification code has failed, it is usually caused by one of the following two situations:

Situation 1:​ The identity verification code has expired when submitting.

Solution:​ Since the identity verification app generates a dynamic verification code every 30 seconds, it is time-sensitive. It is recommended to enter and submit the verification code within the middle timeframe.

Situation 2:​ The identity verification code time is not synchronized with the system time.

Solution:​ Two-factor authentication (2FA) is highly sensitive to verification time. Therefore, if there is a time difference between your device and the GA app during registration, even a few seconds, an "invalid code" may appear. In this case, try synchronizing the time between your device and the GA app. You can refer to the following steps for specific synchronization operations:

If you are using an Android system, try the following steps to synchronize your Google Authenticator:

1. Ensure your Android phone is set to automatic date and time: Settings > System (or More Settings) > Date & Time. Paths may vary slightly depending on the phone brand. You can search for "date time" and enable the "Automatic date and time" or "Use network-provided time" option.
2. Enable the "Automatic date and time" or "Use network-provided time" option.
3. Ensure the time zone is set correctly. If the automatic time zone setting is enabled, it is usually fine. If you set the time zone manually, make sure to select the correct time zone for your location (e.g., China Standard Time (UTC+8)).
4. Turn off "Automatic date and time" and immediately turn it back on. Sometimes this can force an immediate synchronization.
5. After calibrating the time, completely exit the authenticator app and reopen it, or simply restart your phone, then try obtaining the verification code again.

If you are using an iPhone or iOS system, try the following steps to synchronize your Google Authenticator:

1. Ensure you are using the latest version of iOS.
2. In [Settings] > [General] > [Date & Time], enable [Set Automatically]. The system will automatically set the date and time based on your time zone. If there are any time zone updates, the system will notify you.
3. Allow the system to use its current location to determine the correct time zone. To do this, go to [Settings] > [Privacy] > [Location Services] > [System Services], and select [Setting Time Zone].
4. In [Settings] > [General] > [Date & Time] > [Time Zone], check if the device displays the correct time zone.

This process will synchronize the time between your Google Authenticator app and Google servers, resolving the "invalid code" error message.

5.What to do if the system prompts "You have entered the wrong identity verification code too many times. Please try again after 24 hours" during login/withdrawal?

To protect your account security, a security lock mechanism is automatically triggered after detecting multiple verification failures in a short period, aimed at preventing malicious attempts by others. It is recommended to wait 24 hours before trying again. Continuing to enter verification codes during the lock period will not lift the restriction and may extend the protection time. After the 24-hour unlock, ensure your phone time is synchronized with network time to avoid discrepancies in identity verification codes due to time deviations.

6.What to do if the system prompts "Verification code requests are too frequent. Please try again later" during login/withdrawal?

To ensure the security of your account, avoid clicking the verification send button frequently in a short period. Frequent operations may cause verification codes to fail to be received. It is recommended to wait 30 minutes or 1 hour before attempting to obtain the verification code again.