FAQ

For mobile devices, you can download the FreeOTP app from the Apple Store, and Google Authenticator from Google Play.

You can use a compatible browser extension. We recommend:

• Autenticator for Chrome
• Auth Helper for Firefox
• Authenticator: 2FA Client for Edge

When you set up two-factor authentication (2FA) with an app like Google Authenticator or Microsoft Authenticator, the service shows you a QR code to scan. You can:

1. Before confirming anything, open the authentication app on both devices.
2. Scan the same QR code on both devices at the same time.
3. Both devices will generate the same temporary codes (because they’re synced with the same secret key).

🔐 This is only possible during the initial setup. Once the QR code is scanned and confirmed, it expires or changes and can’t be reused later.

If you’re not receiving the two-factor code on your phone, we recommend the following:

1. Check your connection

• Make sure you have network signal if it’s an SMS.
• If using an app like Google Authenticator, ensure your device’s clock is synced.

2. Check for common issues

• Did you enter your phone number correctly?
• Is airplane mode on or are you out of coverage?

3. Request the code again

• Many systems allow you to resend the code after a few seconds.

4. Try another method

• If you have an alternative email, backup authenticator app, or recovery codes set up, try using them.

5. Contact support

• If you can’t access your account at all, contact support. They will help you verify your identity and regain access.

• Make sure your phone’s time is set to update automatically.
• Try restarting the authentication app.
• If it still doesn’t work, contact support: agr-am@tdoc.es

The QR code you scan is unique to each user and device. If you change phones, you’ll need a new QR code. Contact technical support and we’ll help you activate it on your new phone.