How can we help?

My codes don’t work

Codes depend on the time, so the usual cause is a computer clock that’s out by more than a few seconds.

1. Let Twincode check your clock. Open Twincode’s settings and go to Clock. If your clock is more than 10 seconds out, Twincode makes codes with the right time instead, as long as “Correct codes for my computer’s clock” is on.
2. Set your clock right in Windows. Go to Settings › Time & language › Date & time, turn on “Set time automatically”, then click “Sync now”.
3. Check it’s the right account. If you have two entries for the same site, compare the code with your phone. If you set 2FA up again on the site at some point, the old entry stops working: add the site again from its new QR code.

I’ve forgotten my password

On Twincode’s unlock screen, choose Forgotten your password? and type your recovery code, the one you saved in your emergency kit. Then choose a new password. Your recovery code keeps working afterwards.

Nobody can reset your password for you, including us. Without your password or your recovery code, the codes on that computer can’t be opened. Your phone still has them, so you can start again and copy them across once more.

I’ve lost my recovery code

If you can still unlock Twincode, make a new one: open settings › Security and make a new recovery code. Write it down and keep it somewhere safe, away from your computer. Your old code stops working here straight away, and on your other computers the next time they’re unlocked and synced.

Twincode found no accounts in my picture

• Use a screenshot of the export screen rather than a photo of it, if you can.
• Make sure the whole QR code is in the picture, not cropped or covered.
• Photos of a screen work best straight on, in focus, with the phone’s brightness turned up.
• Include every QR code. Google Authenticator shows one for every 10 accounts.
• If pictures from your iPhone won’t open on your computer, use Send from phone instead. It converts them on the way.
• On Android, Google Authenticator blocks screenshots of its export screen. Hold the phone up to your webcam instead.

Send from phone isn’t working

• Scan with the Camera app, not the Control Centre scanner.
• Each code lasts 10 minutes. If it’s run out, click “Make a new code” in Twincode.
• Keep the Twincode tab open on your computer until everything has arrived.
• The match codes must be the same on your phone and your computer. If they’re different, stop, close the phone page and make a new code.
• If Twincode says Send from phone is unavailable, it couldn’t confirm the phone page is the genuine one, so it won’t use it. Use your webcam or drop the screenshots in instead, and try again later.

Other ways to get screenshots across: iCloud Photos for Windows (they appear in File Explorer › iCloud Photos), emailing them to yourself, or plugging your iPhone in with a cable (it shows up in File Explorer as Apple iPhone). Then drop them into Twincode.

Setting up another computer

1. Turn on sync in Twincode’s settings on your first computer. Your browser’s own sync carries the locked copy.
2. Sign in to your browser with the same account on both computers.
3. Install Twincode on the other computer. It asks “Already use Twincode on another computer?”. Say yes and type your recovery code, then choose a password for that computer.

Your accounts appear as your browser’s sync brings them across, which can take a minute.

Sync is running out of space

Browsers give each extension only a small amount of sync space, and Twincode shows how much is left in settings › Sync. To fit more accounts, leave “Sync notes and backup codes too” off, so those stay on each computer. If you have more accounts than will fit, move them with a backup file instead.

I can’t find Twincode in my toolbar

Click the puzzle piece next to the address bar, then the pin next to Twincode. Or press Alt+Shift+2 from any tab. You can change that shortcut at chrome://extensions/shortcuts.

Adding a new account

When a site shows you its 2FA QR code, click Twincode in your toolbar and choose Scan QR on this page, or right-click the page and choose Scan 2FA QR code on this page. Then scan the same QR code with your phone, so both have it.

Twincode copies your accounts once. There’s no live link to your phone, so an account you add on your phone later needs sending across the same way as before, or adding on your computer first.

I deleted an account by mistake

Deleted accounts wait in the bin for 30 days. Open settings › Bin and restore it.

I’m moving to a new phone

Open settings › Backup and choose Move to a new phone. Twincode shows your accounts as Google Authenticator transfer QR codes, for your new phone to scan. It asks for your password first.

It’s also a good moment to save a fresh backup file from the same page. You’ll need the password you saved it with to open it again.

Still stuck?

In Twincode’s settings, open Help and click Copy diagnostics. It copies a short report with versions, settings and quick checks, and no codes, names or emails. Paste it into an email to support@gettwincode.com and tell us what happened.