What to do if you don’t receive a one-time security code on your mobile phone, or the code is not generated in your authenticator app when trying to connect to My Kaspersky

This article concerns Kaspersky Standard, Plus, Premium.

Issue

When trying to connect to My Kaspersky using two-step verification, you don’t receive a one-time security code on your mobile phone, or the code is not generated in your authenticator app.

Solution

If a one-time security code is not sent to your mobile phone within the time specified in the login window, use the instructions in the article.

If the security code is not generated in your authentication app:

1. Make sure the time on your device matches your time zone.
2. Contact Customer Service of your authentication app producer.

What to do if the issue persists

If the issue persists, submit a request to Kaspersky Customer Service.