Resolving issues when using the mobile authenticator app for your Norton account

You may see an "invalid security code" error or may be unable to complete two-factor authentication (2FA) when signing in to your Norton account using a mobile authenticator app. This article explains the common reasons why the security code might not work and guides you through the steps to resolve the issue.

Expired code

Authenticator codes are only valid for 30 seconds. If you enter it just as it is expiring, it might be rejected.

To resolve the issue:

Generate a new code.
Enter the code quickly after reading it from the app

Wrong account or authenticator app

You might be viewing the wrong entry in the authenticator app, especially if you have multiple accounts.

A typical example of how the account name for Norton 2FA may appear in a mobile authenticator app is: SOTP-S3pCVmV. This label helps you identify which account the code belongs to, especially when multiple accounts are added to the app

Ensure you use the code from the account in your authenticator app that has the same name as is shown on the 2FA sign-in screen.

Time sync issue

Mobile authenticator apps (like Google Authenticator, Microsoft Authenticator, or Authy) generate time-based one-time passwords (TOTP). If the time on your phone is not in sync with the server, the codes may be incorrect.

Ensure the date and time on your mobile phone are set to automatic or network time.

Lost access to my mobile authenticator app

Try choosing different methods, if available.

Select any secondary authentication methods that you added during the initial 2FA setup. You can have an alternate phone number, a mobile authenticator app, or a backup code to unlock 2FA.
Use a trusted device that is still signed in.

If the steps above do not work, contact Norton Support.

Ultimate Help Desk