Troubleshooting One Time Password
Guide to resolving issues with My1Login submissions of the one time password (OTP) generation into third party sites.
OTP is being submitted but not accepted by the third party site
The third party site maybe rejecting the code because the code that is being generated is based upon the clock on your system, if this clock is different by more than 30 seconds compared to the internet's clock then the code will be different than expected on the third party site.
To fix this go to the following website to identify the current time on the internet clock:
Once you have clicked on the button provided on the site your result will look like the following example:
As long as your clock is within the 30 second timeframe the correct code will be generated.
OTP is not being submitted on the form of the page
Check to see if the My1Login icons appear at the end of the field like the example below:
If this is not the case then either two things have happened:
- The extension is not logged in
- Check the extension in the top right of the browser to see if the icon is blue.
- The extension is not identifying the field as an OTP field.
- Contact support@my1login.com for the team to investigate further.