Article overview

Help article

I can't log in using two-factor authentication

You can enable two-factor authentication to add another level of security to your TransIP account. There are a few situations that prevent you from logging in using two-factor authentication. This article shows you what these situations are and how to resolve them.


Check the time on your device

First of all, we recommend checking the time used by your device. If the time of your phone is only off by a minute, the Google Authenticator app will show incorrect verification keys.

In that case you should synchronise the time of your device with the time mentioned on the website time.is. This shows the correct time you should use on your device. Once you've configured the right time, the Google Authenticator will show the correct verification key for two-factor authentication. See this Google article for more information.


Log in via text message

If for some reason your verification key from the Google Authenticator app still isn't accepted, you can also request the correct key via a text message. Head over to the log in page and enter your username and password.

Next, you will be asked to enter your two-factor authentication verification key. You will see the option to send a free SMS message. Click on the button to send a text message containing the correct verification key to your phone.

Send the verification key via text message

This text message will be sent to the phone number that is listed in your TransIP account details.


Double check your settings

Once you're logged in to your control panel, make sure the phone number used in your account is correct. In your control panel, click on your username in the top right corner. Next, click on 'My Account' and check the telephone number listed below 'Account details'. If the phone number is incorrect, make sure to change it so you can use the text message feature when logging in.

When the time of your device is correct and the verification key inside the Google Authenticator app is still not working, we recommend resetting your two-factor authentication setup. Go to 'My account' followed by 'Security' and click on 'Regenerate'.

This will create a new QR code to enter in the Google Authenticator app. Open the app, create a new account and press 'Scan barcode'. Now scan the new QR code to create a new two-factor authentication account for your account at TransIP. Test if this account does work and delete the old account in the Google Authenticator app afterwards.


I still can't log in with two-factor authentication

In this case we recommend you contact our support team, who can help you log into your account.

They will need to be able to verify you as the rightful owner of the account. To do so, you will need to provide certain information linking the account to you. We differentiate between accounts registered to a person and accounts registered to a company.

My account is registered to a person

When your account is registered to a person, we require a valid copy of your ID (this can be a passport, ID card or a driver's license). You may cover the social security number, the photo and the document number of this document.

We will also need a screenshot of the bank statement of your latest payment for TransIP, where the account number, amount paid and description are clearly visible.

Send these documents to support@transip.eu, along with the account name you are trying to log in to and a request to temporarily disable two-factor authentication on your account.

My account is registered to a company

When your account is registered to a company, we require an excerpt from the Chamber of Commerce that is less than three months old. We also need a valid proof of identity of an authorized signatory (this can be a passport, ID card or a driver's license).

We will also need a screenshot of the bank statement of your latest payment for TransIP, where the account number, amount paid and description are clearly visible.

Send these documents to support@transip.eu, along with the account name you are trying to log in to and a request to temporarily disable two-factor authentication on your account.

If you've lost your username and password to log in to your TransIP account, you can restore these via our 'Forgot your credentials?' page. Enter the email address that's listed in your account to receive your username and a link to reset your password via email.

 

If you're unsure which email address this is or if the email address no longer works, please use the steps in the article 'How do I retrieve my TransIP account password if lost?'.

 

When you've lost both your account credentials as well as your two-factor authentication information, we will have to be 100% sure you are the owner of the account. This means we will need the information listed above to verify your ownership and will also use verification via phone call. 

 

Due to safety reasons, the verification by phone will take place one month after the screenshot of the bank statement has been supplied. This is done to guarantee the safety of your account.

Do you have a good idea?

Give us your idea! If it's popular we'll add it to the wishlist!

Has this article been helpful?

Create an account or log in to leave a rating.

Comments

Create an account or log in to be able to leave a comment.

Are you stuck?

Ask one of our specialists to assist you

Contact us