If you've run into a problem with your authenticator app you're in the right place! We've put together some of the most common problems and their solutions below.
Authenticator code not accepted
If you're sure you've entered the correct code but it's not being accepted make sure the time and timezone on your mobile device and computer are the same.
Not receiving disable email
The email to disable your authenticator can sometimes take a little while to come through. Give it around 15 minutes, if it still hasn't arrived follow our advice on not receiving emails.
Disable link not working
If you've received the email to disable your authenticator but the link is invalid, try only making one request and waiting for it to arrive. Making a new request will invalidate any previous requests, even if you haven't received them yet.
If this doesn't help, try copying and pasting the link into an incognito browser.
Device not remembered for 30 days
If your authenticator is not remembering you for 30 days even though the checkbox is ticked, try logging in to your account on the website.
If this doesn't help, you may be facing an issue with your browser or the website, follow these steps to troubleshoot a website issue.
The authenticator is not a Jagex product, for further assistance please contact the third party provider, here are some of the more common ones: