USER GUIDES
2FA Troubleshooting
The 2FA app codes aren't working
If you're experiencing issues with 2FA, first ensure your phone's time settings are accurate. We suggest setting your phone to "automatic" time to resolve discrepancies.
If the problem persists despite correct time settings and you still have your original 2FA setup (for example you haven't uninstalled the app or are using a new phone), use one of your 2FA backup codes to log in. Once logged in, you can then disable and re-enable 2FA for a fresh setup. Remember to generate new backup codes immediately after, as your old ones will become invalid.
I deleted my 2FA app
Should you delete your 2FA app, you will need to log in using one of your backup codes. After logging in, disable and re-enable 2FA to generate a new setup. Be sure to save these new backup codes, as your previous ones will no longer be valid.
I got a new phone
If you've recently acquired a new phone, transferring your 2FA app and codes from your old device might be an option, provided you still have access to it (which might not be feasible if you've traded it in). The most straightforward way to regain account access on your new phone is to log in using a backup code. Afterwards, disable and then re-enable your 2FA setup. Remember to save a new set of backup codes, as your old ones will no longer be valid.
None of my backup codes are working
If your backup codes are not working, it's likely because you have either used them all or they have expired. Expired codes are older sets of codes downloaded before you re-enabled two-factor authentication (2FA).
Please check for any other versions of these backup codes you might have saved previously?
How do I log in if I lose my 2FA device?
If you’ve successfully entered your username and password but don’t have access to your 2FA device, you can log in using your backup codes.
Backup codes: Locate the backup recovery codes text file, which by default is called smilenotes.txt. Use one of the codes by logging in. When you use the code, you cannot use it again, so you may want to mark it as used or delete it from the file.
After you log in, update your 2FA device or disable 2FA.
I lost everything, including my backup codes
If you can’t use your backup method to access your account, open a support ticket using the email associated with your Smilenotes account and explain that you need to reset two-factor authentication (2FA) on your account. In this case, we require additional information to verify that you are the account owner, so be prepared with a photo of your government-issued ID (for example, a passport or driver’s license). The name on the ID in the photo must match the name for the account information that we have on file.
Contact Support: Go to the Smilenotes support page and using the email associated with your Smilenotes account explain that you need to reset your 2FA.
Provide ID Verification: Smilenotes will likely require you to submit a photo of your government-issued ID to verify your identity. The name on the ID must match the name associated with your Smilenotes account.