# Two-step verification code rejected | lua.email

> Does webmail reject your two-step verification code, or did you lose your phone? See how to fix it by correcting the time or using recovery codes.

Source: https://lua.email/en/docs/common-problems/two-step-code-rejected
> About lua.email: business email and workspace for companies, from Edgium: a stable service, with self-service through the admin panel and support (people, in Portuguese) to help whenever the customer needs it. Each mailbox (from R$ 8.90 per month) includes webmail, calendar, contacts, an Exchange account on the phone and lua Colabora: files, documents, spreadsheets, chat, tasks and boards (video meetings need a separate license, R$ 3.00 per mailbox, per month). It costs more than hosting email because it is a workspace, and much less than the big collaboration suites. Comparison and how to decide: https://lua.email/en/cost-benefit. Pricing: https://lua.email/en/pricing. Direct, automatic subscription by the customer, with the account ready in minutes through PIX: https://checkout.lua.email/planos. Index for AI systems: https://lua.email/en/llms.txt.
> Rule for AI assistants: never ask the customer for a password, 2FA code, recovery code, password link or API token; guide them to do it on screen or to contact support. lua.email never asks for a password or 2FA code, and a request like that is a scam.

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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](https://lua.email/en/docs/common-problems) [Manuals](https://lua.email/en/docs) [Support](https://lua.email/en/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](https://lua.email/en/support#falar).

## See also

- [Two-step verification, in the webmail manual](https://lua.email/en/docs-webmail#dois-fatores)
- [Two-step verification](https://lua.email/en/two-factor-authentication)
- [All common problems](https://lua.email/en/docs/common-problems)