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"Invalid Code" error appears when logging in to Customer Licensing Portal (CLP) with Two-Factor Authentication (2FA)

    • Updated:
    • 8 Jan 2021
    • Product/Version:
    • Platform:
Summary

Two-factor authentication (2FA) is a method of securely verifying your identity using two pieces of evidence instead of one. With 2FA disabled, you verify your identity using only a password. With 2FA enabled, you verify your identity with an app on your mobile device as well as your password. 2FA provides an added layer of security for your Trend Micro Account and prevents unauthorized access to your Trend Micro SaaS product consoles, even if your password is stolen.

When trying to login to CLP using 2FA, the error message "Invalid Code. Try again." is encountered upon entering the Verification code from the mobile device enrolled in the two-factor Authentication.

Invalid Code. Try Again.

The "Invalid Code" error message appears because the passcode verification failed.

The passcode is generated according to phone's time and each passcode is only valid for 30-60 seconds, for example if the passcode is generated at 10:00am on phone, it means The passcode is valid only from 10:00am to 10:10am but when client attempts to login to the WFBS console, it will use the server time to determine whether the passcode is valid.

Details
Public

To resolve this issue:

  1. Configure the time on the phone correctly.
  2. If issue persist after doing the first step, click the "Email me an emergency access code" option on the Customer Licensing Portal.
  3. Once you have accessed the portal, remove the 2FA and then re-enroll your device once again for 2FA and try logging in.
  4. If the same error shows up, contact Trend Micro Technical Support .
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000283888
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