Skip to content

Troubleshooting

Find the message or problem below. If it isn't here, the FAQ may have it, and Getting More Help tells you how to reach us.

Scanning and adding

The camera screen says Camera Access Needed. You declined camera access when the app first asked. Tap Open Settings, turn on Camera for PrivAuth, and try again. Until then, the Enter Manually Instead and Choose Photo Instead buttons aren't offered either.

The camera preview is black or frozen. Something else is using the camera, or a call has interrupted it. Close the scanner with Cancel and open it again.

Invalid QR Code. The code isn't one Private Authenticator can use. The message says which kind:

  • counter-based (HOTP): an older style of code that counts presses instead of time. The app doesn't support it.
  • a type of code this app doesn't support: for example a Yandex or mOTP code.
  • code settings this app doesn't support: the code asks for something outside the app's limits (see Supported Code Types).
  • doesn't look like a valid 2FA setup QR code: it's some other QR code entirely, such as a web address.

No QR code found in that photo. Choose Photo Instead couldn't read a QR code from the picture. Make sure the screenshot shows the whole code, sharp and not too small, and that it's a PNG, JPEG or HEIC picture.

The link I tapped opened the Passwords app instead of PrivAuth. iOS sends add to authenticator links to one app, and the Passwords app is the default. Open the iPhone's Settings → General → AutoFill & Passwords → Verification Codes → Set Up Codes In, and choose PrivAuth.

The form says my Steam key isn't valid. A Steam account takes either a Base32 setup key or the shared_secret from Steam Desktop Authenticator, pasted exactly, capitals and all. See Adding a Steam Account.

Codes

The website says my code is wrong. Check, in this order: the iPhone's clock is set automatically (Settings → General → Date & Time); you tapped the right account; the code hadn't turned red and expired while you typed. If a brand-new account is always rejected, the setup key was probably mistyped: set the account up again from the website's QR code.

The code screen says Face ID / Touch ID isn't set up. Codes are only ever shown after Face ID or Touch ID, so set one up in the iPhone's Settings (Face ID & Passcode, or Touch ID & Passcode) and try again.

The code screen says Face ID or Touch ID is locked after too many attempts. iOS has locked it for every app. Lock your iPhone and unlock it with the passcode once; then it works again.

This account couldn't be read. It may have been removed on another device. The account was deleted on one of your other iPhones (through iCloud Keychain sync) while this one was open. The list refreshes and the row disappears.

This account's code settings aren't supported, so its code can't be shown. The account was saved with settings this version can't compute. Add the account again from its website.

Finding things

An account has disappeared. It's probably archived. Turn on the Archived pill above the Recent list. If it's still not there and your accounts sync, it may have been deleted on another iPhone.

The app keeps showing its splash screen or asking for Face ID. That's the launch lock and the Idle Timeout doing their job. Both can be adjusted on the Settings page: Face ID at Launch and the Idle Timeout.

The Settings row says Face ID / Touch ID confirmation failed. Settings opens only after a fresh check. Tap it again.

Importing

Invalid File. The file isn't one the app can import. The message says why: it's over 1 MB, it's an encrypted Aegis export (export again with encryption off), or it isn't an Aegis file or a list of otpauth:// links at all.

That export code didn't contain any accounts that could be imported. The Google Authenticator export held only accounts of kinds the app can't take (for example counter-based ones).

Some accounts in the review are greyed out with a red note. They can't be imported as they are: no name, no usable setup key, or unsupported settings. The rest import normally.

Backups and restores

Photos access is turned off for PrivAuth. You declined the Photos permission. Save the images to Files instead, or turn on Add Photos Only for PrivAuth in the iPhone's Settings and make a new backup.

Restore says No backup codes were found, more than one backup, a newer version or a key message. Each is explained in Restoring a Backup.

These images were made by an earlier test version of Private Authenticator. Images from a pre-release build can't be restored. Make a new backup with the current app.

Apple Watch

The Use Device Sync switch is greyed out. Either no Apple Watch is paired, the Watch app isn't installed (Watch app → Available Apps), or the app is waiting for the Watch to confirm the last change. Open Private Authenticator on the Watch and the switch frees up.

The Watch says there are no accounts. Turn Device Sync on in the iPhone's Settings and open the app on the iPhone so it can send. Archived accounts are never sent.

The Settings page says some accounts aren't on the Watch yet. They were added on another iPhone or unarchived. Open each one's code once on this iPhone, or turn Device Sync off and on.

The Watch says a passcode is needed. Set one in the Watch app on the iPhone, under Passcode. The Watch app won't run without one.

Continue to Frequently Asked Questions.