FAQ

Cannot Log in Using Two-factor Authentication

If you are unable to log in to Chatwork using two-factor authentication, please try the following methods to resolve the problem.

Log in Using Backup Code

If you have lost your mobile device, or you are unable to receive your authentication code via SMS or the authentication app, you can log in to Chatwork using your backup code.

Please note that a backup code becomes invalid once it has been used.

  1. Access the Chatwork login page.
  2. Enter your login e-mail address and password.
  3. Click on the [If you are unable to obtain your authentication code] link located under the two-factor authentication code field.
  4. Enter your backup code and click on the [Authenticate] button.

Send Authentication Code to Additional Phone Number

Receive your login authentication code on the additional phone number that was set up when configuring two-factor authentication for receiving SMS messages.

  1. Access the Chatwork login page.
  2. Enter your login e-mail address and password.
  3. Click on [If you are unable to obtain your authentication code] located under the two-factor authentication code field.
  4. Click on the [Log in using additional phone number] link located under the backup code input field.
  5. Click on the [Send SMS to Additional Phone Number] button.
  6. Enter the 6-digit authentication code received via SMS, and click on the [Authenticate] button.

(Corporate Contracts Only) Use Administrator Rights to Disable Two-factor Authentication

*Corporate Contracts: Business Plan, Enterprise Plan, or KDDI Chatwork.

If your login has been restricted due to two-factor Authentication failures, please refer to the help pages below and contact your corporate contract administrator
(or a person with user management rights).

Disable Two-factor Authentication

 

Cannot Receive Authentication Code via SMS

If you are unable to receive your authentication code via SMS, please check for the following potential problems:

  • Bad Mobile Network Connection
    SMS messages are sent using the connection supplied by your mobile network operator.
    Hence, if you are in a location with bad connectivity or if your device is set to Airplane Mode,
    SMS messages may be delayed or not received at all.
    Check your connection settings and try once again in a location with better connectivity.

  • No SMS Support on Phone Contract
    Some phone contracts do not support SMS, or SMS may be available only by signing up to additional options.
    Please check the details of your phone contract.

  • Settings that Prevent Receipt of SMS Messages
    If your device or contract is set to prevent receipt of SMS messages or if they are set to only receive messages from specific registered users,
    you will not be able to receive your authentication code.
    The method for changing these settings will depend on your mobile device and mobile company,
    so please refer to your mobile device’s user manual or contact your mobile network operator.

  • Exceeded SMS Message Storage
    If you have exceeded your SMS storage capacity, you will be unable to receive any new SMS messages.
    Please delete any unnecessary data and try issuing an authentication code once again.