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Unable to Complete Login: "Invalid TAN. Please try again.

Overview

This article applies to SecureSafe Classic.

Some users are unable to finish logging in after entering the 2-factor authentication code sent via SMS. The login screen rejects the code and displays Invalid TAN. Please try again., even when the code was entered correctly and within the expected time window.

Symptoms

The user requests a login and receives an SMS containing a 2-factor authentication code, together with a reference (for example, TY1). After entering the code and selecting Finish login, the screen returns Invalid TAN. Please try again. Repeated attempts with newly issued codes produce the same result.

Cause

This behavior is caused by a temporary security block on the account.

When the block is active, SMS authentication codes are rejected regardless of whether they are correct, which is why requesting a new code does not resolve the issue.

Resolution

Access can be restored using the 36-digit Recovery Code that was provided when the account was created.

  1. Open the account recovery page: https://app.securesafe.com/app/#/recovery
  2. Enter the 36-digit Recovery Code associated with the account.
  3. Follow the on-screen instructions to set a new password.
  4. Log in again using the new password.

Once the recovery process is complete, the account can be accessed as normal.

Need Help

If the recovery process fails, or the 36-digit Recovery Code is not available, contact SecureSafe Support directly via the contact form so the account status can be reviewed and access restored manually.

Related Information

The reference shown on the login screen (for example, "Reference: TY1") identifies the specific SMS code that was issued. Quoting it when contacting Support helps the team locate the failed login attempt.

The Recovery Code is issued once, at account creation. Users who still have access to their account are advised to store it securely, as it is the primary self-service route back into a blocked account.