2FA issue

[doby]

So yesterday I had to reset my Gatehub password, and it worked pretty flawlessly using my recovery key but when it prompted me to put in my 6 digit Authy 2FA, none of them of worked. I was wondering if anyone had ever have this happen to them and how Gatehub went about fixing it. I emailed support yesterday but haven't heard anything back from them and have messaged both Enej and Gregor on here. I assume it's probably because of the big weekend and everything that's happened today, but I'm just looking for some reassurance. 

[Eik]

First 'did you plug it in the power socket'-question:

On your 2FA device, is the time set correctly? If it deviates too much from Gatehub's time, it will not accept 2FA codes.

[Xi195]

@doby Welcome. 

There are sometimes time zone issues that prevent 2FA from working correctly with GateHub if I recall correctly. They're growing VERY rapidly right now and are a fairly small organization, so it may take a few days for support to reply (even Polo and Coinbase take days to reply).

@enej may be able to help you expedite the process a bit. He's the founder GabeHub and does a great job taking care of the members here.

[namini]

There is no reason to worry,

I think it might take a little while before they come back at you with all the new members.

[cmbartley]

4 hours ago, doby said:

So yesterday I had to reset my Gatehub password, and it worked pretty flawlessly using my recovery key but when it prompted me to put in my 6 digit Authy 2FA, none of them of worked. I was wondering if anyone had ever have this happen to them and how Gatehub went about fixing it. I emailed support yesterday but haven't heard anything back from them and have messaged both Enej and Gregor on here. I assume it's probably because of the big weekend and everything that's happened today, but I'm just looking for some reassurance. 

Also, sometimes the time on your phone is not in sync with the time on your computer. Look closely at the time on your phone and the time on your computer and make sure they show the same minute. If they don't adjust one so that the match and retry 2FA. If they're off by like 30 seconds you can try entering the 6-digit code during that 30-sec period when they overlap. 

[Hodor]

4 hours ago, doby said:

I assume it's probably because of the big weekend and everything that's happened today, but I'm just looking for some reassurance. 

This is what I've been reading / hearing.  @cmbartley thanks for the tip as well - I made a mental note about the time as I hadn't heard about that aspect of the sync. 

[doby]

What happened was that after I tried going through the numerous combos Authy was giving me, I deleted the app and reinstalled it but once it reinstalled all my accounts were gone and hence I can't put in my 2FA. This is kind of where I've been stuck for a few days. I messaged both @enej and @gregor on here but realize they probably swamped right now.

[Xi195]

27 minutes ago, doby said:

What happened was that after I tried going through the numerous combos Authy was giving me, I deleted the app and reinstalled it but once it reinstalled all my accounts were gone and hence I can't put in my 2FA.

The QR code you scanned into authy, which corresponds with a lengthy code, should've been backed up. This way when you lose your phone or delete the app, you can use your back-up (physical copy stored in a safe place) to re-setup 2FA. You'll have have to wait for enej or GateHub support to get back to you and help you recover your account.

[Guest]

Hi @doby I am so sorry for the wait. We were swamped. I will make sure you get the 2fa reset asap.

[doby]

@gregor thank you so much! I emailed support once, but my email address is *removed email*. I totally understand what you guys are dealing with right now.

Edited May 9, 2017 by Mercury
Removed personal email

[klasurekar]

@doby  Klas here, GateHub support service. Could you please DM me your login email address? Do not post it here publicly please.