{"id":20081,"date":"2025-07-15T12:22:08","date_gmt":"2025-07-15T12:22:08","guid":{"rendered":"https:\/\/help.tdoc.es\/?page_id=20081"},"modified":"2025-07-18T11:41:28","modified_gmt":"2025-07-18T11:41:28","slug":"faq","status":"publish","type":"page","link":"https:\/\/help.tdoc.es\/index.php\/en\/two-factor-authentication\/faq\/","title":{"rendered":"FAQ"},"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;\">Where can I get Google Authenticator and FreeOTP?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-1\"><p>For mobile devices, you can download the <a href=\"https:\/\/apps.apple.com\/es\/app\/freeotp-authenticator\/id872559395\" target=\"_blank\" rel=\"noopener\">FreeOTP<\/a> app from the Apple Store, and <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> from Google Play.<\/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>What if I access from a computer?<\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-2\"><p>You can use a compatible browser extension. We recommend:<\/p>\n<ul>\n<li><a href=\"https:\/\/chromewebstore.google.com\/detail\/autenticador\/bhghoamapcdpbohphigoooaddinpkbai?hl=es\" target=\"_blank\" rel=\"noopener\">Autenticator<\/a> for Chrome<\/li>\n<li><a href=\"https:\/\/addons.mozilla.org\/es-ES\/firefox\/addon\/auth-helper\/\" target=\"_blank\" rel=\"noopener\">Auth Helper<\/a> for 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> for 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>Can I use the same QR code on two devices?<\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-3\"><p>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:<\/p>\n<ol>\n<li><strong>Before confirming anything, open the authentication app on both devices.<\/strong><\/li>\n<li>Scan the same QR code on both devices at the same time.<\/li>\n<li>Both devices will generate the same temporary codes (because they\u2019re synced with the same secret key).<\/li>\n<\/ol>\n<blockquote>\n<p>\ud83d\udd10 This is <strong>only possible during the initial setup.<\/strong> Once the QR code is scanned and confirmed, it expires or changes and <strong>can\u2019t be reused later<\/strong>.<\/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;\">What if I don\u2019t receive the code?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-4\"><p>If you\u2019re not receiving the two-factor code on your phone, we recommend the following:<\/p>\n<h4>1. Check your connection<\/h4>\n<ul>\n<li>Make sure you have network signal if it\u2019s an SMS.<\/li>\n<li>If using an app like Google Authenticator, ensure your device\u2019s clock is synced.<\/li>\n<\/ul>\n<h4>2. <strong>Check for common issues<\/strong><\/h4>\n<ul>\n<li>Did you enter your phone number correctly?<\/li>\n<li>Is airplane mode on or are you out of coverage?<\/li>\n<\/ul>\n<h4>3. <strong>Request the code again<\/strong><\/h4>\n<ul>\n<li>Many systems allow you to resend the code after a few seconds.<\/li>\n<\/ul>\n<h4>4. <strong>Try another method<\/strong><\/h4>\n<ul>\n<li>If you have an alternative email, backup authenticator app, or recovery codes set up, try using them.<\/li>\n<\/ul>\n<h4>5. <strong>Contact support<\/strong><\/h4>\n<ul>\n<li>If you can\u2019t access your account at all, contact support. They will help you verify your identity and regain access.<\/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;\">What should I do if the code doesn\u2019t work?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-5\"><ul>\n<li>Make sure your phone\u2019s time is set to update automatically.<\/li>\n<li>Try restarting the authentication app.<\/li>\n<li>If it still doesn\u2019t work, contact support.<\/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;\">What happens if I change phones?<\/span><\/h3><\/h3><\/div><div class=\"fusion-text fusion-text-6\"><p>The QR code you scan is unique to each user and device. If you change phones, you\u2019ll need a new QR code. Contact technical support and we\u2019ll help you activate it on your new phone.<\/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\">Support<\/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\">Support<\/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\/20081#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":20027,"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\/20081"}],"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=20081"}],"version-history":[{"count":6,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20081\/revisions"}],"predecessor-version":[{"id":20100,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20081\/revisions\/20100"}],"up":[{"embeddable":true,"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/pages\/20027"}],"wp:attachment":[{"href":"https:\/\/help.tdoc.es\/index.php\/wp-json\/wp\/v2\/media?parent=20081"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}