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Troubleshooting Two-Factor Authentication (2FA) in Tibo EMS

This article covers the most common issues you may run into when setting up or using two-factor authentication (2FA) with your authenticator app, and how to resolve them.

Written by Jeroen Pleunis

QR code not appearing

If you log in and no QR code appears — but you have never successfully scanned one — your 2FA setup was not completed. This can also happen if you previously scanned the code on a phone you no longer have access to.

To fix this:

  1. Contact Tibo Energy support and ask for an authenticator reset on your account.

  2. Once the reset is done, log in again. The QR code will reappear so you can complete the setup as described above.

No Tibo EMS entry in your authenticator app

If you open your authenticator app and there is no Tibo EMS entry listed, it means you haven't completed the 2FA setup yet — either the QR code was never scanned, or the app was reinstalled or changed.

To fix this:

  1. Contact Tibo Energy support and request an authenticator reset.

  2. After the reset, log in to Tibo EMS and the QR code will reappear for you to scan.

QR code keeps reappearing even though the entry exists in your app

If you keep being shown the QR code at login even though you can see the Tibo EMS entry in your authenticator app — and the codes it generates are rejected — your phone's time and date are likely out of sync. Authenticator codes are time-based, so if your phone's clock drifts from the actual time, it generates codes that don't match what the server expects.

To fix this:

  1. Set your phone's date and time to sync automatically (usually under Settings → Date & Time → "Set automatically" or "Use network-provided time"). Confirm your phone is showing the correct current time.

  2. Return to Tibo EMS and try logging in again with a freshly generated code.

  3. If codes are still rejected, contact Tibo Energy support to request a 2FA reset.

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