Where do I find the codes?
The two-factor authentication codes are securely stored in the Google Authenticator app on your phone. There aren't any texts or notifications, just open the Google Authenticator app and the code will be immediately displayed.
If it's blue, simply type in the 6 digit code while before the timer on the right runs out. If it turns red that means the code is just about to change, so just give it a few seconds and you'll get a new code. Once it's blue, you'll have plenty of time to type it in. The codes change every 30 seconds.
Deleted the app? Got a new phone?
If you got a new phone, or if you deleted the Google Authenticator app from your phone by mistake at some point in the past, then you will have lost the codes. To get back in, use your backup code as your second factor, then immediately go to your security settings page to disable two-factor authentication and re-enable it for your new phone.
Still stuck?
If you've tried everything above and are still stuck, or if you've lost your backup code, don't worry -- we're on hand to help!
If you contact us using this link, it'll create a special support ticket that will let you talk to us even though you can't log in. We'll be in touch to help you regain access to your account.
Alternatively you can call us on 01642 688 088 for help during our office hours (Monday to Friday 10am-6pm UK time).
WGS AI Assistant