{"id":20015,"date":"2025-07-08T11:32:14","date_gmt":"2025-07-08T11:32:14","guid":{"rendered":"https:\/\/help.tdoc.es\/?page_id=20015"},"modified":"2025-07-18T11:42:56","modified_gmt":"2025-07-18T11:42:56","slug":"faq-2fa","status":"publish","type":"page","link":"https:\/\/help.tdoc.es\/index.php\/doble-factor-autenticacion-2\/faq-2fa\/","title":{"rendered":"FAQ &#8211; 2FA"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1144px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-1{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-1{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3><span style=\"color: #0376c9;\">\u00bfD\u00f3nde puedo conseguir Google Authenticator y FreeOTP?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-1\"><p>Para la versi\u00f3n m\u00f3vil puede descargar desde\u00a0 Apple Store\u00a0 la aplicaci\u00f3n <a href=\"https:\/\/apps.apple.com\/es\/app\/freeotp-authenticator\/id872559395\" target=\"_blank\" rel=\"noopener\">FreeOTP<\/a> y desde Google Play, <a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.google.android.apps.authenticator2&amp;hl=es\" target=\"_blank\" rel=\"noopener\">Google Authenticator.<\/a><\/p>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-2{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-2{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3>\u00bfY si accedo desde un ordenador?<\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-2\"><p>Puede usar una extensi\u00f3n compatible con su navegador. Le recomendamos:<\/p>\n<ul>\n<li><a href=\"https:\/\/chromewebstore.google.com\/detail\/autenticador\/bhghoamapcdpbohphigoooaddinpkbai?hl=es\" target=\"_blank\" rel=\"noopener\">Autenticator<\/a> para Chrome<\/li>\n<li><a href=\"https:\/\/addons.mozilla.org\/es-ES\/firefox\/addon\/auth-helper\/\" target=\"_blank\" rel=\"noopener\">Auth Helper<\/a> para Firefox<\/li>\n<li><a href=\"https:\/\/microsoftedge.microsoft.com\/addons\/detail\/authenticator-2fa-client\/ocglkepbibnalbgmbachknglpdipeoio?hl=es\" target=\"_blank\" rel=\"noopener\">Authenticator: 2FA Client<\/a> para Edge<\/li>\n<\/ul>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-3{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-3{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3>\u00bfPuedo usar el mismo QR en dos dispositivos?<\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-3\"><p>Cuando configura la autenticaci\u00f3n en dos pasos (2FA) con una app como <strong>Google Authenticator o Microsoft Authenticator<\/strong>, el servicio le muestra un c\u00f3digo QR para escanear. Entonces puede:<\/p>\n<ol>\n<li><strong>Antes de confirmar nada<\/strong>, abrir la app de autenticaci\u00f3n en ambos dispositivos.<\/li>\n<li>Escanear <strong>el mismo c\u00f3digo QR<\/strong> en los dos dispositivos <em>a la vez<\/em>.<\/li>\n<li>Ambos generar\u00e1n los mismos c\u00f3digos temporales (porque est\u00e1n sincronizados con la misma clave secreta).<\/li>\n<\/ol>\n<blockquote>\n<p>\ud83d\udd10 Esto solo es posible durante la configuraci\u00f3n inicial. Despu\u00e9s de escanear y confirmar el c\u00f3digo QR, ya no podr\u00e1 usar ese mismo QR m\u00e1s tarde, porque caduca o cambia.<\/p>\n<\/blockquote>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-4{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-4{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3><span style=\"color: #0376c9;\">\u00bfY si no recibo el c\u00f3digo?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-4\"><p>Si no recibe el c\u00f3digo de doble autenticaci\u00f3n en tu m\u00f3vil, le recomendamos que:<\/p>\n<h4>1. <strong>Verifique su conexi\u00f3n<\/strong><\/h4>\n<ul>\n<li>Aseg\u00farese de tener se\u00f1al de red si es un SMS.<\/li>\n<li>Si usa una app como <strong>Google Authenticator<\/strong>, verifique que el reloj del dispositivo est\u00e9 sincronizado.<\/li>\n<\/ul>\n<h4>2. <strong>Revise errores comunes<\/strong><\/h4>\n<ul>\n<li>\u00bfIngres\u00f3 correctamente su n\u00famero de tel\u00e9fono?<\/li>\n<li>\u00bfTiene activado el modo avi\u00f3n o est\u00e1 fuera de cobertura?<\/li>\n<\/ul>\n<h4>3. <strong>Solicite reenviar el c\u00f3digo<\/strong><\/h4>\n<ul>\n<li>Muchos sistemas ofrecen la opci\u00f3n de reenviar el c\u00f3digo al cabo de unos segundos.<\/li>\n<\/ul>\n<h4>4. <strong>Pruebe otro m\u00e9todo<\/strong><\/h4>\n<ul>\n<li>Si tiene configurado un correo alternativo, un sistema autenticador de respaldo o c\u00f3digos de recuperaci\u00f3n, pruebe con ellos.<\/li>\n<\/ul>\n<h4>5. <strong>Contacte al soporte<\/strong><\/h4>\n<ul>\n<li>Si no puede acceder de ninguna manera, contacte con soporte donde le ayudar\u00e1n a verificar swu identidad y recuperar el acceso.<\/li>\n<\/ul>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-5{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-5{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-5 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3><span style=\"color: #0376c9;\">\u00bfQu\u00e9 hago si no funciona el c\u00f3digo?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-5\"><ul>\n<li>Aseg\u00farese de que la hora de su m\u00f3vil est\u00e1 actualizada autom\u00e1ticamente.<\/li>\n<li>Pruebe a reiniciar la App de autenticaci\u00f3n.<\/li>\n<li>Si sigue sin funcionar, contacte con soporte.<\/li>\n<\/ul>\n<\/div><style type=\"text\/css\">@media only screen and (max-width:1024px) {.fusion-title.fusion-title-6{margin-top:0px!important; margin-right:0px!important;margin-bottom:0px!important;margin-left:0px!important;}}@media only screen and (max-width:640px) {.fusion-title.fusion-title-6{margin-top:10px!important; margin-right:0px!important;margin-bottom:10px!important; margin-left:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-6 fusion-sep-none fusion-title-text fusion-title-size-three\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h3 class=\"title-heading-left\" style=\"margin:0;color:#0376c9;\"><h3><span style=\"color: #0376c9;\">\u00bfQu\u00e9 pasa si cambio de m\u00f3vil?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-6\"><p>El c\u00f3digo QR que se escanea es \u00fanico por usuario y dispositivo. Si cambia de m\u00f3vil, deber\u00e1 pedir que se genere un nuevo c\u00f3digo QR. Contacte con soporte t\u00e9cnico y le ayudaremos a activarlo para su nuevo celular.<\/p>\n<\/div><div style=\"text-align:center;\"><style type=\"text\/css\">.fusion-button.button-1 {border-radius:2px;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-default button-1 fusion-button-default-span fusion-button-default-type fusion-no-medium-visibility\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ayuda\" href=\"#\" data-toggle=\"modal\" data-target=\".fusion-modal.ayuda\"><i class=\"fa-envelope-open-text fas button-icon-left\" aria-hidden=\"true\"><\/i><span class=\"fusion-button-text\">Ayuda<\/span><\/a><\/div><div class=\"fusion-modal modal fade modal-1 ayuda\" tabindex=\"-1\" role=\"dialog\" aria-labelledby=\"modal-heading-1\" aria-hidden=\"true\"><style type=\"text\/css\">.modal-1 .modal-header, .modal-1 .modal-footer{border-color:#ebebeb;}<\/style><div class=\"modal-dialog modal-lg\" role=\"document\"><div class=\"modal-content fusion-modal-content\" style=\"background-color:#f6f6f6\"><div class=\"modal-header\"><button class=\"close\" type=\"button\" data-dismiss=\"modal\" aria-hidden=\"true\" aria-label=\"Close\">&times;<\/button><h3 class=\"modal-title\" id=\"modal-heading-1\" data-dismiss=\"modal\" aria-hidden=\"true\">Ayuda<\/h3><\/div><div class=\"modal-body fusion-clearfix\"><div role=\"form\" class=\"wpcf7\" id=\"wpcf7-f20066-o1\" lang=\"es-ES\" dir=\"ltr\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/index.php\/wp-json\/wp\/v2\/pages\/20015#wpcf7-f20066-o1\" method=\"post\" class=\"wpcf7-form init\" novalidate=\"novalidate\" data-status=\"init\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"20066\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"5.5.6\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"es_ES\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f20066-o1\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/div>\n<p><label> Tu nombre \/ Name<br \/>\n    <span class=\"wpcf7-form-control-wrap your-name\"><input type=\"text\" name=\"your-name\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Tu correo electr\u00f3nico \/ email<br \/>\n    <span class=\"wpcf7-form-control-wrap your-email\"><input type=\"email\" name=\"your-email\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-email wpcf7-validates-as-required wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Asunto \/ Subject<br \/>\n    2FA <\/label><\/p>\n<p><label> Tu mensaje \/ Your message<br \/>\n    <span class=\"wpcf7-form-control-wrap your-message\"><textarea name=\"your-message\" cols=\"40\" rows=\"10\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\"><\/textarea><\/span> <\/label><\/p>\n<p><input type=\"submit\" value=\"Enviar \/ Submit\" class=\"wpcf7-form-control has-spinner wpcf7-submit\" \/><\/p>\n<div class=\"fusion-alert alert custom alert-custom fusion-alert-center wpcf7-response-output alert-dismissable\" style=\"border-width:1px;\"><button type=\"button\" class=\"close toggle-alert\" data-dismiss=\"alert\" aria-hidden=\"true\">&times;<\/button><div class=\"fusion-alert-content-wrapper\"><span class=\"fusion-alert-content\"><\/span><\/div><\/div><\/form><\/div><\/div><\/div><\/div><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":19966,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20015"}],"collection":[{"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/comments?post=20015"}],"version-history":[{"count":13,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20015\/revisions"}],"predecessor-version":[{"id":20101,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20015\/revisions\/20101"}],"up":[{"embeddable":true,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/19966"}],"wp:attachment":[{"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/media?parent=20015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}