Troubleshooting and questions

I got a new phone

If you still have the old phone:

Open My profile → Two-factor authentication.

Click Change app and scan the new QR code with the new phone. See Manage your two-factor methods.

If the old phone is gone:

Click Change app.

Some authenticator apps (Google Authenticator, Microsoft Authenticator, 1Password, Authy) can move or back up your codes to a new phone. If yours did, the codes on the new phone keep working, and you don't need to do anything.

My codes don't work

Your phone's clock is probably off. Turn on automatic date and time, then wait for a fresh code.

Make sure you are reading the Shorter Loop entry in the app. If there are two, the older one is from an earlier setup. Delete it.

A code works only once. If it just worked, wait for the next one.

I lost my phone, or my key

Use another method:

On the second step, under Other ways to sign in, pick another method or Use a recovery code.

Once you are in, remove the lost method. See Manage your two-factor methods.

Add a new one.

I lost everything

If you have no method and no recovery code left:

Your company has one Shorter Loop account for you: ask your company owner. They can reset your two-factor authentication from Settings → Security → Sign-in security. You can then sign in with your password and set up a new method. See Reset a member's two-factor authentication.

You belong to several companies, or you are the owner: contact Shorter Loop support from the email address on your account. For your safety, support checks who you are before resetting anything.

The page keeps taking me back to my profile

Your company requires two-factor authentication, and the setup time has passed. Set up a method, and everything opens again. See When your company requires it.

I don't see Passkeys or Security keys

Two possible reasons:

Your browser doesn't support them. Use a recent version of Chrome, Edge, Safari or Firefox.

You are on your company's own web address for Shorter Loop. Passkeys and keys are tied to the main Shorter Loop address. Use an authenticator app and recovery codes there.

The browser asks me to choose a passkey, but mine isn't listed

The passkey may live on another device or in another password manager. Most browsers offer Use another device, which lets you scan a QR code with the phone that holds it. Otherwise, sign in with your email and password.

I'm asked to "Confirm it's you" often

This happens when you make security changes long after you signed in, or after signing in with single sign-on, Google or an emailed link. It lasts 2 hours by default, and your company can change that. See Confirm it's you.

You signed in before these features arrived. Sign out, sign in again, and try once more.

I'm signed out more often than before

Your company decides how long a sign-in lasts: 7 days by default. Logging out in one browser now signs out only that browser, not all of them.

The email with my code didn't arrive

Wait a minute, and check spam or junk.

Use Send a new code. Only the newest code works.

Codes expire after 10 minutes.

Can I use text messages (SMS)?

No. Text messages can be intercepted or moved to another SIM card, so Shorter Loop doesn't offer them. An authenticator app is just as easy and much safer.

Do I need two-factor authentication if my company uses single sign-on?

Not for single-sign-on sign-ins. Your identity provider checks you. You can still turn it on for the times you sign in with a password.

Can Shorter Loop see my fingerprint, face or codes?

No.

Fingerprints and faces never leave your device.

We store a public key for each passkey and security key.

We store an encrypted secret for your authenticator app.

We store a one-way fingerprint of each recovery code.

Signing in with two-factor authentication: every message on the second step

I got a new phone#

My codes don't work#

I lost my phone, or my key#

I lost everything#

The page keeps taking me back to my profile#

I don't see Passkeys or Security keys#

The browser asks me to choose a passkey, but mine isn't listed#

I'm asked to "Confirm it's you" often#

"Sign in again to change security settings"#

I'm signed out more often than before#

The email with my code didn't arrive#

Can I use text messages (SMS)?#

Do I need two-factor authentication if my company uses single sign-on?#

Can Shorter Loop see my fingerprint, face or codes?#

Related#