Support

App: Offline Authenticator (com.hugosoftware.authenticator) Contact: [email protected]

We usually reply within a few days. Please include your Android version and device model.

A website says my code is wrong

Nine times out of ten this is the clock. TOTP codes are calculated from the current time, and your phone and the website must agree to within about thirty seconds.

1. Open Android Settings → System → Date & time and turn on Set time automatically.
2. Reopen the app and try again.
3. If it still fails, open the app's Settings → Clock diagnostics to see exactly which time the app is using.
4. Only if the clock is already correct, use Time correction in Settings to nudge the codes forward or back in ten-second steps.

Also check that you copied the whole code, and that you are pasting it into the two-factor field rather than the password field.

The camera will not scan

• Make sure you allowed the camera permission when the scanner screen asked. If you refused, Android will not ask again — grant it in Settings → Apps → Offline Authenticator → Permissions.
• Give the QR code good light and hold the phone steady about 15 cm away.
• If it still will not scan, use Setup key instead: nearly every site shows a "can't scan?" link with a text key you can type by hand. That path works identically.

How do I move to a new phone?

1. On the old phone: Settings → Create encrypted backup. Choose a password you will remember and save the file somewhere you control.
2. Install the app on the new phone.
3. Settings → Restore from backup file, pick the file, enter the password.

Do this before you wipe or sell the old phone. Without a backup, the accounts cannot be moved — the secrets exist nowhere else.

I am coming from Google Authenticator

In Google Authenticator, use Transfer accounts → Export accounts, select the accounts, and it shows one or more QR codes. In our app, tap + and scan those QR codes. If there is more than one, scan each in turn; the app tells you which of the set you are on.

Accounts that use counter-based (HOTP) codes cannot be imported in this version; the app will tell you if it skipped any.

I forgot my PIN

There is no way to recover it. The PIN is the encryption key for your accounts, and it is not stored anywhere. If you have a backup file and remember its password, clear the app's data and restore from that backup. If you do not, you will need to use each service's own recovery codes and set up two-factor authentication again.

I lost my backup password

The same answer, for the same reason: the file cannot be decrypted without it. We hold no copy and no master key.

Why does the app have no internet permission?

Because it does not need one, and because a two-factor app that cannot connect to anything cannot leak your secrets. Everything is calculated on your device. You can confirm this on the Play Store listing under "App permissions" and by using the app in airplane mode.

Why can I not take a screenshot?

Screen capture is blocked on purpose so that other apps and screen recorders cannot photograph your codes.

Is there a paid version?

No. The app is free, has no advertising and no in-app purchases.