If you receive an “Incorrect verification code” message when entering your Google Authenticator (GA) code, it may be caused by various factors. Please follow these steps to troubleshoot and resolve the issue:
Step 1: Ensure You Are Entering the Correct GA Code
• Make sure you are entering the GA code linked to your hedgerx Exchange account and not a 2FA code for another platform.
• Example of the correct code format:
HedgerX Exchange (your@email.com) HedgerX Exchange (your registered phone number)
Step 2: Sync Google Authenticator Time
The GA codes are time-sensitive, and if your device’s time is not synchronized, the verification codes may be invalid. Follow the steps below to synchronize your device’s time:
For Android Devices
1. Ensure your phone’s time is set to “Automatic date and Time”.
2. Open the Google Authenticator app.
3. Tap the three-dot menu (⋮) > Settings > Time correction for codes > Sync now.
For iOS Devices
1. Go to Settings > General > Date & Time, then enable “Set Automatically”.
2. Navigate to Settings > Privacy > Location Services > System Services, then enable “Setting Time Zone”.
3. Ensure your device displays the correct time zone.
This process will synchronize Google Authenticator with the server time, preventing verification code failures.
Step 3: Clear Browser Cache & Use Incognito Mode
If time synchronization doesn’t fix the issue, try clearing your browser’s cache:
1. Open an incognito window:
• Windows: Ctrl + Shift + N
• Mac: Cmd + Shift + N
2. Go to Browser Settings > Clear Cache and Cookies > Re-login to hedgerx Exchange.
Step 4: Check Network Connection
• Disable any VPN: VPNs can interfere with time synchronization and code generation.
• Check your internet speed: If the connection is unstable, try:
• Switching between WiFi and mobile data.
Step 5: Rebind Google Authenticator
If none of the previous steps resolve the issue, you may need to unbind and rebind Google Authenticator.
Scenario 1: You Have a Backup Recovery Key (RKP)
1. Open the Google Authenticator app.
2. Select Manually enter a key and input your Recovery Key (RKP).
3. Regenerate the hedgerx Exchange GA code and try logging in again.
Note: The Recovery Key is provided only once when binding Google Authenticator. If you didn’t back it up, proceed to the next step.
Scenario 2: You Did Not Back Up the Recovery Key
1. Submit a KYC video verification request to apply for GA unbinding.
2. Once unbinding is completed, rebind Google Authenticator.
Important Reminders
• GA unbinding is a high-risk operation and will only be performed after identity verification.
• Rebind GA immediately after unbinding to ensure account security.