Troubleshooting issues with Authy or Google Authenticator

Information to help if you encounter issues with the Google Authenticator or Authy app.

Issue Troubleshoot
The codes that Authy or  Google Authenticator is generating aren't working when I enter them.

This might be because the time on your Google Authenticator or Authy app is not synced correctly. To make sure that you have the correct time:

  1. Go to the main menu on the Google Authenticator app
  2. Select Settings
  3. Select Time correction for codes
  4. Select Sync now

On the next screen, the app will confirm that the time has been synced, and you should now be able to use your codes to sign in.

The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date and Time settings.

This can also be resolved by setting your Android or iPhone to automatically update it's time. For an iPhone this is Setting > General, Date and time > Automatically correct time.

There isn't a Google Authenticator App on my mobile device.

If you can't find Google Authenticator on your mobile device then it means that it has not been downloaded on to your device yet (as it doesn't come bundled with your device when you buy it). You will need to download the Google Authenticator App onto your device from the appropriate location:

  • Play Store for Android devices
  • App Store for IOS devices
  • Windows Store for Windows devices

For instructions on how to do this see How to download the Google Authenticator app.

I have to authenticate every time I access University services.

Cookies need to be enabled on your device.

If you do not have Cookies enabled you will be prompted to authenticate each time you access services that require Two Factor Authentication.

Find out how to enable cookies.

My Authy or Google Authenticator App is installed on my smart phone but won't launch when I tap the icon.
Restart your mobile device. Once you have done that it should launch.
I've restarted my mobile device but Authy or the Google Authenticator App still won't launch when I tap on the icon

The app probably didn't download and install properly when you first installed it.

Delete it from your mobile device and go through the download and installation process again. For instructions on how to do this see:

I've restarted my mobile device, re-installed the Google Authenticator App but it still won't launch when I tap on the icon. Your mobile device may not support Authy or Google Authenticator. Please try another device or contact us for further assistance.
My Authy or Google Authenticator App won't scan the barcode.

Try restarting your mobile device and begin again.

If this doesn't work then try removing the scanner app (does not apply to Apple iOS) and reinstalling it. Restart the mobile device and try scanning the barcode again.

If this does not work your device may not support Authy or Google Authenticator and you should try another device.

Need help?

If you still have questions or need further help please contact us:


  • Call the Staff Service Centre ext 86000 or + 64 9 923 6000
  • Submit a query to the Staff Service Centre (University Staff Only)

Students, Applicants and Alumni

For more contact details Contact us