Signing in and two-step verification

Since 1 November 2026, every Paradino account must have two-step verification set up. This page explains what you will see when you sign in, the different codes Paradino may ask you for, and how to fix the most common problems.

The same account and the same two-step verification are used on the web app and the mobile app. Once it is set up in one, use the same authenticator app in the other.

Which code is Paradino asking for?

Paradino can ask you for three different kinds of code. Most sign-in problems come from entering one kind where another is expected, so check the wording on the screen first.

What the screen says	Where the code comes from	What it is for
A code was sent to your email	An email from Paradino	Confirming it is really you, for example when you sign in on a new device or browser. You do not need an authenticator app for this.
Enter the code from your authenticator app	Your authenticator app, such as Microsoft or Google Authenticator	Your two-step verification. The code changes every 30 seconds.
Enter a backup code	The list of backup codes you saved when you set up two-step verification	Signing in when you don't have your authenticator app. Each code works once.

Setting up two-step verification

If your account doesn't have two-step verification yet, Paradino asks you to set it up as part of signing in. You don't need to find a setting first, and you can't skip this step.

1. Install an authenticator app on your phone if you don't already have one, such as Microsoft Authenticator or Google Authenticator.
2. Sign in to Paradino with your email address and password. If Paradino emails you a code, enter it.
3. When Paradino asks you to set up two-step verification, choose the authenticator app option if you are offered a choice. Open your authenticator app, add a new account, and scan the QR code. If you can't scan it, choose the option to show the key and type it into your authenticator app instead.
4. Enter the 6-digit code your authenticator app now shows for Paradino, and confirm.
5. Save your backup codes somewhere safe, such as your password manager. They are only shown once and are the quickest way back into your account if you lose your phone.

Setup isn't finished until you have entered the code in step 4. If you close the screen before then, your authenticator app may show a Paradino entry that Paradino doesn't recognise. Delete that entry and start again.

You can also set up two-step verification in the latest version of the mobile app. If the mobile app tells you to finish signing in on the web, update the app or set it up on the web first, then sign in to the mobile app again.

If you are already signed in and your account doesn't have two-step verification yet, you can also set it up from Settings → Security → Two-step verification → Set up.

Troubleshooting

My authenticator code is rejected

• Check the time on your phone. Authenticator codes depend on your phone's clock. If it is even a minute or two out, every code will be rejected. Turn on automatic date and time in your phone's settings, then try a fresh code.
• Use the newest Paradino entry. Each time you scan a Paradino QR code, your authenticator app adds a new entry, and only the most recent one works. Delete older Paradino entries so you don't use the wrong one.
• Wait for a fresh code. If the code is about to change, wait for the next one before entering it.
• Make sure it is the right kind of code. If the screen asks for a code sent to your email, the authenticator code won't work there, and vice versa. See Which code is Paradino asking for?

If you were part-way through setup and none of this helps, delete the Paradino entry from your authenticator app, sign in again with your email and password, and scan the new QR code.

I've lost my authenticator, changed phones, or want to use a different authenticator app

Because two-step verification is required, you can't turn it off yourself, and Disable shows the message You are required to maintain at least one two-step verification method in your account at all times. Adding a passkey doesn't get around this.

• If you can still sign in, with your authenticator or a backup code, and want to move to a different app or phone, contact support at support@paradino.ai and ask us to reset your two-step verification.
• If you can't sign in and have your backup codes, choose the option to use a backup code when the sign-in screen asks for your authenticator code, and enter one. Then contact support to reset your two-step verification so you can set up your new authenticator app.
• If you can't sign in and don't have your backup codes, contact support at support@paradino.ai.

After a reset, the next time you sign in Paradino asks you to set up two-step verification again with a new QR code.

Settings says two-step verification is enabled, but there's no Paradino entry in my authenticator app

Your account has an authenticator set up, but it is not in the app you are looking at. It may be on another phone or in a different authenticator app, or the entry may have been deleted. If you can't find it, contact support at support@paradino.ai to reset your two-step verification, then set it up again.

I can't sign in at all

Contact support at support@paradino.ai and tell us what the sign-in screen shows: an error message, a request for a code (and which kind), or nothing happening. That lets us help you quickly.

Managing two-step verification

Once two-step verification is set up you can manage it from Settings → Security. You can regenerate your backup codes there and add passkeys. See the Settings guide for details.