Troubleshooting QR Code Problems for Two-Step Verification

Overview

If you are having problems seeing or scanning the QR code during two-step verification setup, you can manually enter the secret code instead. This guide walks you through the manual setup process and common troubleshooting steps.

Setting Up Two-Step Verification without a QR Code

On the Two-Step Verification Management page in your 10Corp account, click Problems with QR Code? below the QR code.
A secret key will be displayed on the screen.
In your Google Authenticator app on your phone, select the option to Enter a Setup Key.
Enter the Secret Key and Account Name (the name of your device). It is important to enter the device name exactly the same way as it appears in your account — it is case-sensitive.
Your device will generate a 6-digit key. Enter this code in your account to finalize the setup.

You will also have the option to generate backup codes, which is a great safeguard if something happens to your device.

Common QR Code Issues and Solutions

QR Code Not Displaying

Clear your browser cache and reload the page.
Try a different browser — some browser extensions (such as ad blockers) can interfere with QR code rendering.
Disable dark mode temporarily, as it can sometimes affect QR code visibility.

Camera Cannot Scan the QR Code

Ensure your camera lens is clean and there is adequate lighting.
Adjust the distance between your phone and the screen — try holding your phone closer or further away.
Increase screen brightness on the device displaying the QR code.
If scanning continues to fail, use the manual entry method described above.

Code Not Being Accepted

Make sure the time on your mobile device is correct. Authenticator apps generate time-based codes, so even a small time difference can cause codes to be rejected.
On Android, open the Google Authenticator app, go to Settings > Time correction for codes > Sync now.
On iOS, ensure Set Automatically is enabled under Settings > General > Date & Time.