Issue

You cannot get past the Login verification screen, or you cannot finish setting up two-factor authentication (2FA) for your CommPeak account.

Possible Causes and Solutions

Find the symptom that matches yours and work through the steps under it.

Solution 1: the email code does not arrive

Verification codes go to the email address on your account. If nothing arrives within a minute:

1. Check your spam or junk folder. Search for code or CommPeak.
2. Check whether a rule or filter in your mailbox is moving or deleting the message.
3. Check your email provider's blocked-sender list for the CommPeak domain.
4. Make sure the mailbox is not full. A full mailbox rejects new messages.
5. On the Login verification screen, click Resend it. A countdown runs before you can request another code.

Solution 2: the authenticator app code is not accepted

Authenticator codes are generated from your device's clock. If that clock drifts, the codes it
produces no longer match what the portal expects.

1. Set the date and time on your phone to update automatically.
2. Enter the code the app is showing right now, not one that has just rolled over.
3. Check that you are reading the code from the entry for your CommPeak account rather than another
   service in the same app.
4. If codes are still rejected, sign in with a backup code and set the app up again from Your Profile.

Solution 3: you cannot reach your authenticator app

Backup codes exist for this. Each one works once.

1. On the Login verification screen, click Use a backup code instead.
2. Enter one of the codes you saved when you set up the app.
3. Once you are signed in, generate a fresh set from Your Profile.

Solution 4: you cannot open your mailbox at all

A resent code will not help, because it goes to the same inbox. Recover the account instead.

1. On the Login verification screen, click Can't access your email?
2. In the Account recovery dialog, answer two questions about your account, such as your last
   invoice amount or your account address.
3. Change the email address on your user, which the portal requires once recovery succeeds.

For the full walkthrough, see Logging In.