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Authy FAQ

Last Updated: Jul 06, 2016 01:46PM PDT

Authy FAQ

Find answers to the most frequently asked questions for Authy two-factor authentication!

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Twitch now offers two-factor authentication (2FA) to further protect your account. This article is intended to provide guidance on the most common questions and troubleshooting of Authy 2FA.

If you have not yet enabled 2FA, go read this article for instructions on how to set up Authy for your Twitch account.
 

Frequently Asked Questions

  • Q: All my accounts appear as "000000" on the App. What is happening?
    • A: Your secret keys on you device are damaged. Try rebooting your phone and see if it works. If it does not, you need to delete the app entirely and re-install. If you had backups enabled, all your accounts will be synced once you re-install.
  • Q: When I try to enable 2fa on my Twitch account, it shows me this:
    • A: To fix this, simply log out and log back in again.
       
  • Q: I am installing the app but it keeps asking me to reset?
    • A: After you click the reset button, Authy will send you an email. Click the email link to reset your account, but do not delete the app after you do so. Just continue the registration process.
  • Q: I am not receiving the text message (SMS). What can I do?
    • A: SMS is a best effort protocol, meaning your carrier will do it's best effort to deliver you the message, but it might be deleted or fail entirely, sometimes due to high network traffic or SPAM filters. There are two things you can try:
  1. Reset your account here. This will reset your phone number.
  2. Install the dedicated phone app. Opening this link on your phone browser will tell you if Authy recognizes your phone already or not. If it is recognized, simply install it and configure it. Make sure you use the same phone number as you have on the other websites on which you use 2FA.
  • Q: Can I have multiple Twitch accounts tied to multiple Authy accounts on one device?
    • A: Yes! Your Authy account code will be the same for all Twitch accounts tied to it. Read our Installation Guide for further phone management information.
       
  • Q: I am locked out. What can I do?
    • A: Using 2FA greatly increases your security, but also means that if you use it improperly you might be locked out.
    1. Make sure you are using a cellphone number that you own and can always access.
    2. If you have a smartphone then install the dedicated app in as many devices as you can. If you ever lose one, you can use the other. To install the app simply open this link on your device. Always use the same phone number on all your devices.
    3. Keep your information up to date. On any Authy app you can click Settings>Account to see your information. If your email or phone number are outdated, change them immediately.
    4. Enable backups under Settings>External Accounts. Choose a very strong backup password and write it down to keep somewhere safe.
       
  • Q: I do not have a cellphone. Can I use a land-line?
    • A: Twitch's implementation of Authy does not support land-lines, so please do not use them for your 2FA with Twitch. Although phone calls to a landline are supported to verify your identity, if the phone call does not work, you will be locked out and there are no other means to authenticate. Therefore landlines are not reliable.
       
  • Q: I lost my phone. What should I do?
    • A: Go to this link and simply re-install the app to a new phone. All accounts will be synchronized back.
       
  • Q: How do I change my phone number?
    • A: Go here and type in your previous phone and the new phone. Authy will send you and email to confirm you want to reset it. After you confirm your phone number will change in the next 48 hours. Read our Installation Guide for further phone management information.
       
  • Q: How do I delete authenticator accounts from the app?
    • A: On Android swipe your finger left --> right on top of the account you want to delete in the sidebar. A delete button will appear.

      On iOS swipe your finger right <-- left on top of the account in the sidebar.

  • Q: I forgot my backup password, how do I get access to my accounts?
    • A: Unfortunately, you cannot. Authy backups are designed so that only the person with the password can access them. There is no "master" password or known way to get back to your accounts without the backup password. If you forgot the password, you'll have to delete all your accounts and start again.
       
  • Q: What are authenticator backups?
    • A: For your convenience, Authy can store an encrypted copy of your authenticator accounts in the cloud. The account is encrypted/decrypted inside your phone, so neither Authy or anyone affiliated with Authy have access to your accounts.