Common problems

Your two-step verification code is rejected

The most common cause is a phone clock that is off. If you lost your phone, use a recovery code.

Updated November 2026 All common problems Manuals Support
On this page
  1. What you see
  2. Why it happens
  3. What to do
  4. When to contact support

What you see

You enter the six-digit code and webmail says it's invalid, the code sent by email doesn't arrive, or you lost the phone that generated the codes.

Why it happens

  • If your phone's clock is off, the app generates codes that webmail treats as invalid.
  • Each code is valid for a short time and then expires.
  • A code sent by email may have gone to the Spam folder.

What to do

  1. On your phone, set the date and time to automatic and try again.
  2. Enter the code before it expires.
  3. If you get the code by email, look in the Spam folder and confirm the address registered to receive the codes.
  4. If you lost your phone, sign in with a recovery code and set up two-step verification again on your new phone. Keep your recovery codes somewhere safe.

Scam alert: lua.email never asks for your password or your two-step verification code. If someone asks, don't share it, and contact support.

When to contact support

Contact our team if:

  • you no longer have your phone or your recovery codes. Only support can restore your access, which usually requires confirming your identity. Change your password as well;
  • the code is still rejected even with the date and time set to automatic.

To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.

See also