FAQ

How Authenticator Works

Q: What is an Authenticator?

A: An Authenticator is a security application used to generate one-time passwords (OTPs) or codes. These codes provide an additional layer of security for various accounts, often as a part of two-factor authentication (2FA) processes.

Q: How does it generate codes?

A: The Authenticator app uses a time-based or counter-based algorithm to generate a unique, temporary code. For time-based tokens, each code is valid for a short period (usually 30 seconds) before a new one is generated.

Q: Do I need an internet connection to use Authenticator?

A: No, internet access is not required to generate codes. The app functions offline as it relies on a pre-shared key and the current time or a counter to generate the OTP.

Q: How do I set up Authenticator with my accounts?

A: To link Authenticator with an account, you typically scan a QR code provided by the service you're securing, which syncs the account with your Authenticator app. Alternatively, you can enter a setup key manually.

Q: Is Authenticator secure?

A: Yes, Authenticator apps are considered highly secure. Since the codes are generated on your device and change frequently, they are difficult for attackers to compromise. However, physical security of the device hosting the Authenticator is also crucial.

General Issues

Q: What should I do if I fail to add an account by scanning the QR code?

A: Ensure that your camera permission is enabled and the QR code is clear and well-lit. If the issue persists, check if your network connection is stable. Alternatively, you can try to add the account manually by entering the details.

Q: Why can't I use Face ID or Touch ID for verification?

A: Please verify that your device supports Face ID or Touch ID and that it is activated in your system settings. If you still face issues after correct setup, try restarting your device or reconfiguring Face ID or Touch ID in the settings.

Q: Will I lose my existing account information if I switch phones?

A: Not if you have previously backed up your accounts. You can back up via iCloud or other supported cloud services and restore on your new device.

Q: Does the Authenticator support syncing with Apple Watch?

A: Yes. Ensure that your iPhone is properly paired with your Apple Watch and that the Apple Watch syncing feature is enabled within the Authenticator app.

Q: Where is my backup stored? How can I restore from a backup?

A: Your backups are stored in your chosen cloud service, like iCloud. In the "Backup & Restore" settings, you can find options to restore from the selected backup file.

Q: What should I do if my one-time password does not work?

A: Ensure that your device's time is accurately set and is configured to automatically synchronize. Discrepancies in time can render one-time passwords invalid.

Q: Can I recover an account if I accidentally deleted it?

A: You can restore it from "Recently Deleted" if it was removed recently. If it has been cleared from there, you would need to restore from a previous backup.

Q: How should I update the Authenticator app?

A: To ensure security and optimal performance, enable automatic app updates or regularly check for updates manually in the app store.

Q: What should I do if I encounter issues while using the Authenticator?

A: If you encounter any problems, please contact our customer service team through the "Help" or "Contact Us" section of the app, and we will provide the necessary support.

Q: How can I make my accounts more secure?

A: In addition to enabling two-step verification with the Authenticator, we recommend changing passwords regularly, using strong passwords, and avoiding the use of the same password across different services.

Backup and Restore

Q: How do I set up automatic backups?

A: In the "Backup & Restore" settings, activate the auto-backup option, set the start time, and the frequency of backups. You can choose to back up daily or weekly to ensure your data is always up to date.

Q: What should I pay attention to during backup and restoration?

A: Ensure that your network connection is stable when backing up or restoring, and you are using the latest version of the Authenticator app. Also, the account used for backup should be the same as the one used for restoration.

Technical Support

Q: How can I contact technical support?

A: If you cannot find a solution in the FAQ, you can directly contact our technical support team via the "Contact Us" button within the app or by sending an email to our official support mailbox.

Updates and Maintenance

Q: What are the latest security features of the Authenticator?

A: The Authenticator is regularly updated to include the latest security features and improvements. We advise users to always use the most recent version for the best protection.