Due to the secure nature of two-step authentication, we have detailed some common questions and answers below.

If you know in advance that you will be getting a new mobile device, you should sign in to ExpenseIn using your current device and reset your two-step authentication. To do this, follow the steps below:

1. Sign into your ExpenseIn account.

2. Click the Profile icon found at the top right-hand corner of the page, then select My Profile from the drop-down.

3. Click Security from the left-hand menu.

4. Click the Reset Two-Step Authentication button found in the Two-Step Authentication area of the page.

The next time you sign in you'll need to configure two-step authentication on your new device.

If you're unable to sign in to reset two-step authentication yourself, you'll need to contact your Account Administrator who can reset or turn off two-step authentication for you.

If you're having trouble scanning the QR code to configure two-step authentication, try moving your phone further away from the screen. Certain devices work better further away than you'd think, in particular, Google Android devices.

Each authentication code generated by your mobile authenticator app is only valid for a short period of time and is based on the time zone you're in. If you've manually changed the time on your device, or if you're not entering the code quickly enough, the code may be rejected. It's recommended that you use automatic time on any mobile device.

If you've followed the steps outlined above and you're still unable to sign in, you should contact your Account Administrator who can reset or turn off two-step authentication for you.

In the case where an Account Administrator is unable to help or is also unable to sign in, they can contact our Support team via email at support@expensein.com or call us on +44 333 414 1808.

Note: To reset your account we'll need to verify your identity, which may take some time.