Having trouble getting past the 2FA screen? Don't worry — most issues are quick to fix. This guide covers the most common errors and exactly what to do.
⚡ Check These First
These solve the majority of 2FA issues. Try them before anything else:
🕐 Wrong device date and time — If your device clock is off, codes will be rejected even if they look correct. Go to your device settings and set date and time to automatic.
⏱️ Expired code — Authenticator app codes refresh every 30 seconds. Wait for a fresh code if the current one is about to expire.
📵 No signal or Airplane Mode — SMS codes won't arrive without a network connection. Check your signal and disable Airplane Mode or Do Not Disturb.
📱 Outdated Fergus app — Make sure you have the latest version installed. Go to your app store and update, or delete and reinstall if the update option isn't showing.
📬 Full SMS inbox — Clear space in your messaging app and check you haven't blocked unknown senders.
🖥️ Desktop Errors
Error: "Back to Fergus" Option Showing
If you see this error screen with a Back to Fergus option when setting up 2FA on the web:
Fix:
Press Ctrl + Shift + Del to open your browser's clear cache menu
Select All Time and clear cache and cookies
Log back into Fergus and try again
Still not working? Contact support@fergus.com
Error: "Sign Out" Option Showing
If you see this error screen with a Sign Out option:
Fix:
Click Sign Out and sign back into Fergus
Still not working? Contact support@fergus.com
📱 Mobile Errors
Error: 2FA Setup Failing on Mobile
If you see an error like this when setting up 2FA on the Fergus app:
Fix:
Sign out of the app and sign back in
Still not working? Contact support@fergus.com
⚠️ Important: When setting up 2FA for the first time on mobile, SMS is the only available method. To use an authenticator app, set it up on the desktop version of Fergus first.
Error: Stuck on the Login Screen
If the app freezes or you can't get past the login screen:
Fix:
Force close the Fergus app completely on your device and reopen it
If still stuck on Android, go to Phone Settings > Apps > Fergus > Storage and tap Clear data & cache, then log back in
Still not working? Contact support@fergus.com
❌ Codes Are Correct But Still Being Rejected
If you're entering the right code but it keeps failing:
🕐 Check your device date and time — Enable automatic date and time in your device settings. This is the most common cause of code rejections.
🔄 Force close and reopen the app — Close the Fergus app completely and reopen it, then try logging in again.
📞 Contact Fergus Support — If nothing works, contact support@fergus.com and the team will reset your 2FA so you can get back in.
🙋 Specific Situations
📱 Lost or broken phone / Locked out of your authenticator
If you've lost access to your phone or authenticator app and can't receive your 2FA code, contact Fergus Support at support@fergus.com.
To verify your identity, have these ready:
Your admin email address
Your company name on the account
Your company address on the account
Once verified, Support will temporarily disable your 2FA so you can log back in. You'll then be prompted to set up 2FA again from scratch.
📞 Phone number has changed
Contact Fergus Support to reset your SMS-based 2FA so you can register your new number and get back in.
🔑 Forgotten username or password
Contact your Master Admin first — they can view and reset usernames and passwords directly from their account. If that's not an option, contact support@fergus.com.
🔐 Still Locked Out? We've Got You.
Reach out to our Support team and we'll get you sorted fast.
To help us verify your identity and resolve the issue quickly, please include:
Your company name
Your company business address on file
A screenshot of the error if you have one
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