If you are having trouble logging in to your MarTrust account due to Two-Factor Authentication (2FA), please follow the steps below.
Start with the General Checks, then move to the section that matches your 2FA method.
1️⃣ General Troubleshooting (Applies to All 2FA Methods)
These steps should always be checked first, regardless of the authentication method you are using.
1. Check App Installation & Updates
Ensure the MarTrust app is updated to the latest version.
If the app is outdated, update it from the official app store and restart the device
✅ If your 2FA app (e.g. Google Authenticator) is not installed, please install it and ensure it is up to date.
2. Check Device & Browser Settings
Incorrect device or browser settings can prevent authentication from working correctly.
Enable JavaScript & Cookies
Open your browser settings
Enable JavaScript
Allow cookies
Disable any pop‑up blockers that may interfere with login
Check Airplane Mode & Internet Connection
Make sure Airplane Mode is OFF
Ensure Wi‑Fi or mobile data is enabled and stable
3. Verify Date & Time Settings
⚠️ Critical for time‑based authentication methods
Open Settings on your device
Go to Date & Time
Enable Automatic date & time (sync with network provider)
Incorrect time settings may cause verification codes to be rejected.
📱 iPhone Users – Important
Update your iOS to the latest version
Older versions of Safari may cause issues when entering verification codes
2️⃣ Depending on method, the following steps would be needed:
Passkey Troubleshooting
If Passkey login is available, you may be prompted to authenticate using Face ID, fingerprint, or device PIN.
Your passkey is securely stored on your device.
Basic Passkey Checks
Please confirm the following on your device:
A screen lock is enabled (PIN, Face ID, or fingerprint)
Passkeys are enabled in your device settings
Your password manager is active:
iCloud Keychain (iOS)
Google Password Manager (Android)
Using Passkeys Across Devices
Syncing: Passkeys created on your phone can sync to another device if you use the same browser (Chrome, Safari) or password manager.
Phone to PC login:
If the passkey exists only on your phone, you can log in on a PC by scanning a QR code. This verifies proximity via Bluetooth.
System requirements:
Windows 10 or 11 (Chrome or Edge)
iOS 16 or later
Android 9 or later
Passkey Errors After an Update
If after an update your phone no longer detects the passkey and you see errors such as:
“Internal error”
“Failed validating step up”
Please follow these steps:
1. Restart Your Device
A restart refreshes system services related to authentication.
2. Confirm Passkeys Are Enabled
Screen lock is active
Password manager is enabled
3. Check for System Updates
Ensure your device operating system is fully up to date.
4. Re‑Register Your Passkey via Browser
If browser login still works:
Log in via your browser
Go to Security Settings
Remove the existing passkey
Register a new passkey
Google Authenticator Troubleshooting
If you are using Google Authenticator, please check the following:
Ensure the app is installed and updated
Verify Automatic Date & Time is enabled on your device
⚠️ This is essential for generating valid codesRestart your device after any app or system update
If codes are still rejected after these checks, a 2FA reset may be required.
WhatsApp 2FA Troubleshooting
If you are receiving verification codes via WhatsApp:
Ensure the phone number is correct
Confirm your mobile network is stable
Use mobile version instead of desktop - the notification is not sent on PC
Make sure WhatsApp is active and able to receive messages
SMS 2FA Troubleshooting
If you are receiving verification codes via SMS:
Confirm the phone number is correct
Ensure you have mobile network coverage
Check that your device can receive SMS messages
Still Unable to Log In?
If you have completed all general troubleshooting steps for your specific 2FA method and still can't access your account, contact MarTrust Support to request a 2FA reset. Our team will assist you in securely restoring access to your account.