PSA: My two-factor auth app failed me at the worst possible time

Last Wednesday I was trying to log into my bank account to pay a bill that was due that day. My authenticator app just refused to generate a code, kept showing an error message instead. I had to call customer support and wait 45 minutes to get a temporary bypass code. Now I keep a list of backup codes in my wallet just in case this happens again. Has anyone else had an authenticator app just stop working on them?

4 comments

4 Comments

miles_roberts13d ago

That exact same thing happened to me with my bank app last month, it was infuriating.

jennifer20413d ago

Cleared the cache and reinstalled the app cold. Fixed it for me but the real fix was calling their support line, waiting on hold for 45 minutes, and having them reset something on their end. Never got a straight answer what caused it. Just a generic "we've resolved the issue on our side.

drew5512d ago

Took me three tries before I finally gave up and called their support line too. But honestly I don't think waiting on hold forever is the "real fix" for anything... that's just banking apps being broken and making us jump through hoops. People always say clearing cache works but it never fixes the root problem, it just resets the symptoms for a day or two. Banks should have their stuff together better than this, especially with how much money we trust them with.

young.kim12d ago

@miles_roberts did you ever try asking them what exactly they reset on their end? I had the same thing happen with my credit union and they just said "backend stuff" and wouldn't give me any more details. It makes you wonder if they even know what the problem really was or if they just have a standard script they run through when people call. I hate feeling like I'm getting the runaround with something as important as banking.