It can happen that the OTP code from your authenticator app is not accepted during registration. The following steps will help you resolve the issue on your own:
Step 1 – Try again
OTP codes are time-based and only valid for 30 seconds. Wait until a new code appears in your app and enter it promptly.
Step 2 – Check your device's time
OTP codes are based on your device's system time. Even a slight deviation from the actual time can cause codes to be rejected as invalid. Make sure the time on your device is set correctly, ideally with automatic time synchronisation enabled.
Step 3 – Use the correct authenticator app
Make sure you are using the authenticator app with which you scanned the QR code. If you have multiple authenticator apps installed, check which one contains the corresponding entry for your enovetic ID.
Step 4 – Restart the registration
Since it is not possible to navigate back at the OTP step, restart the registration process entirely. Close the registration window and wait 15 minutes for the original invitation link to become valid again. Then scan the newly generated QR code carefully with your authenticator app and delete the old entry, as it is no longer valid. Enter the new code within the 30-second window.
Step 5 – Try a different browser or device
If the problem persists, try completing the registration with a different browser or device. This helps determine whether the issue is device- or browser-specific.
Step 6 – Note for corporate users
On company-managed devices, certain apps or system functions may be restricted by the IT administrator. If you are unable to install an authenticator app or access to it is restricted, please contact your internal IT department.
If the problem persists, please contact our service team via the contact form. Please provide as much information as possible, such as which authenticator app you are using, which device and browser you are using, and at which step the error occurs. This helps us resolve the issue quickly and effectively.