Automox requires two-factor authentication (2FA) and can deliver the verification code by email. If you receive two authentication codes during a single sign-in, first determine whether the two emails contain two different codes or two copies of the same code, because the cause and the fix differ. Work through the sections below.
Applies to
- Users with email-based two-factor authentication who receive more than one code email during a single sign-in.
First, check whether the codes are different or identical
Open both emails and compare the codes.
- If the two codes are different, more than one code was generated. See "Two different codes" below.
- If the two codes are identical, the same code was delivered twice. See "Two copies of the same code" below.
In all cases the authentication code is single-use and time-limited, and only the most recently generated code is valid. Earlier codes stop working once a newer one is issued.
Two different codes: more than one code was requested
Automox emails a new code each time a sign-in is started or a code is resent, so two different codes almost always means two code requests were made. Common examples:
- The sign-in was started, the email was slow to arrive, and the sign-in or "resend code" was clicked again, which generated a second code.
- Sign-in was attempted from more than one browser tab, window, or device at the same time.
What to do: use the code from the most recent email and ignore the earlier one. To avoid it, wait for the email to arrive before retrying, and sign in from a single tab.
Two copies of the same code: duplicate email delivery
If both emails contain the same code and arrive close together, the code was generated once and the message was delivered twice. Use the code a single time. If you consistently receive duplicate copies of sign-in emails, that points to email delivery rather than your Automox settings. Contact Automox Support and include the full headers of two of the duplicate messages so the delivery path can be reviewed.
Still unsure
If neither pattern fits, or you cannot sign in with the most recent code, contact Automox Support with the approximate time of the sign-in attempt and whether the two codes were identical or different. It also helps to note whether you authenticate with email codes or an authenticator app, and whether your organization signs in through SSO.