If your one-time code is rejected, work through these steps in order. Two wrong codes in a row trigger account recovery, so don't guess: read the steps below before you try again. Multi-factor authentication (MFA) is also called two-factor authentication (2FA).

Recently moved to the new Customer Panel? Your authenticator app may show two entries: my.contabo.com is the old panel and Contabo is the new one. See Which code do I need? in Migrating to the new Customer Panel.

Step 1: Use a recovery code

1. Open my.contabo.com and enter your email address and password.
2. When asked for a one-time code, enter one of your MFA recovery codes instead. Each code works only once.
3. After you log in, set up MFA again under My Account → Access & Security → Authentication.

Where are my recovery codes? They were shown once, when you set up MFA, and you were asked to save, copy or print them. Check your password manager, your notes and any printouts. They can't be shown again, and Contabo can't restore them. 

No recovery codes at all? Go to Locked out, or no recovery code? below.

If you haven't logged in to the new panel yet, your old recovery code works once, at your first login. After that it is no longer valid, and you use the new codes you receive at that login.

Step 2: Use the right authenticator entry

Use the entry named my.contabo.com if you haven't logged in to the new panel yet, and the entry named Contabo once you have. Don't try both: after two invalid codes, account recovery is triggered. Wait for a fresh code before each attempt.

Locked out, or no recovery code?

If you can't use your authenticator app and have no recovery code, or you have entered two invalid codes (this triggers account recovery), fill in the account recovery form. Have your identification documents ready, and tell us what is happening, for example "code rejected" or "no access to my authenticator app".

Related articles: How do I change my Multi-factor Authentication settings? · I can't log in to the Contabo Customer Panel