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Troubleshooting: Two-factor authentication (2FA) issues

To ensure the security of your account, Wirex provides two-factor authentication (2FA), which requires an additional verification code or other authentication factor in addition to your password. However, sometimes issues may arise with 2FA on Wirex. In this article, we will guide you through some common troubleshooting steps to resolve 2FA issues. 

Step 1: Verify Your phone number or authenticator app  

If you are using SMS verification on Wirex, make sure that you have your mobile device and the phone number associated with your Wirex account to hand. This is necessary to successfully complete the 2-step verification process. If you have recently switched to an authenticator app, such as Google Authenticator or Duo, and you have a new phone, you'll need to update your phone number first to disable the authenticator app on your previous phone. You'll then need to complete the account recovery process to enable the authenticator app on your new phone. This process may take up to 48-72 hours, and you can contact Wirex Customer Support to assist you with this. 

Step 2: Update software and app  

Ensure that your mobile device software and Wirex app are up to date. This can help to resolve authentication issues on Wirex. If you are using a browser to sign in, make sure that you are using the latest version of Chrome. Clearing your cache and restarting your browser can also help to resolve issues. 

Step 3: Check your internet connection  

It’s also important to check your internet connection. A weak or unstable internet connection can cause authentication issues. Make sure that you have a strong and stable internet connection when using 2FA on Wirex. 

Step 4: Verify your clock settings  

If your SMS or authenticator app codes are not working, check that the clock on your device is set to the correct time zone. An incorrect clock can cause codes to be out of sync and result in authentication issues. 

Step 5: Contact Wirex Customer Support  

If you have tried the above troubleshooting steps and are still experiencing issues with 2FA on Wirex, contact Customer Support through the Wirex website or app. The team is available to assist you with any issues you may be experiencing. 

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