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Troubleshooting

Lost your MFA code or phone

Does your code no longer work, or is your phone with the authenticator app gone? If you have kept your recovery codes, you can get back in yourself. Below is what you see on the screen at a second step, how you use a recovery code, what happens after that and what you do if you have no recovery codes left.
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Step by step

  1. First check whether the code itself is right

    The screen Two-step verification (Tweestapsverificatie) asks: Enter the code from your authenticator app (Vul de code uit je authenticator-app in). Type the current code from the app, not an old one. If the code comes by email or SMS, it says Enter the code that you received by email or by SMS. If nothing arrived, choose the button Resend code (Code opnieuw versturen) under Did not receive a code? (Geen code ontvangen?). An authenticator app calculates with the time; if the clock on your phone is wrong, the code is not right.

  2. Use a recovery code

    First sign in with your login name and password, up to the screen Two-step verification. Then, in the same window and the same browser, open the page Use a recovery code (Gebruik een herstelcode): login.noveu.eu/login/recovery?loginName=your-login-name. The page finds your account via the session of that browser; if you open the address in another window or a new browser, it does not work. If the login name is not in it, the page says that the system does not know which account you want to recover and that you need to start again from the sign-in screen. In the field Recovery code (Herstelcode), enter one of your codes and choose Continue. Each code works only once.

  3. Set up a new second step straight away

    After a valid recovery code, the system sends you on to setting up a new second factor if your account had one. If your account had no second step, you go to setting up a password. Then choose Set up two-step verification and add a new authenticator app, security key or passkey on your replacement device. The method is in the article about setting it up.

  4. Create a new set of recovery codes

    In the workplace, go to Account and then Security (Beveiliging), to the row Recovery codes (Herstelcodes, with the explanation Codes for when you have lost your second factor), and choose View recovery codes (Herstelcodes bekijken). Choose Generate recovery codes (Herstelcodes genereren) or Generate new set (Nieuwe set genereren). As soon as you create a new set, all codes on that screen expire. You see the codes only once, so choose Copy all (Alles kopiëren) or Download .txt and keep them in a password manager or on paper. Then confirm with I have saved them (Ik heb ze opgeslagen).

  5. Sign in again if the screen asks for it

    For codes and new sign-in methods, an extra limit applies: your last sign-in with password, passkey or authenticator may not be older than five minutes. If it says Sign in again to create recovery codes (Log opnieuw in om herstelcodes te maken), first sign in and then try again straight away.

If it does not work

This code is not valid. Try another one. (Deze code is niet geldig. Probeer een andere.)

The most common cause is that you opened the address in another window or a new browser, so that the system cannot find your session. First sign in up to the screen Two-step verification and then open the address in the same window. Then check that you copied the code exactly and that you have not used it before. Do not try one code after another: that leads to Too many attempts.

Too many attempts (Te veel pogingen)

It says: Too many attempts. Wait a few minutes and try again. The system limits the number of attempts per browser. So wait a while instead of continuing to try.

You are not allowed to manage recovery codes for this account

Then the account does not belong to the session you are signed in with. On the account picker, choose the right account or sign in again with your own login name.

I do not even get to the second step

Does the sign-in screen keep jumping back? That is a session problem and is covered in Login loop or "wrong password".

So that next time you do not depend on one device

Combine an authenticator app with a passkey on a second device, and keep your recovery codes separate from your phone. Do not keep the codes in the same app that they are meant to protect. If you buy a new phone, move the second step over in advance and only throw away the old phone once the new one works.

Related articles

No recovery codes left?

Then you cannot set up a new second step yourself. Contact us via the contact page or by email at support@noveu.eu, from the email address of your account. You can only open a support ticket once you are signed in.
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