Troubleshooting guide for Two-factor authentication | pCloud

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General Help Center (83)

1. What is instant synchronization?

2. Can I register for a pCloud account from my mobile device?

3. How much does pCloud cost?

4. Can I share a file or folders?

5. Can I have more than one pCloud account on one device?

6. How much can I store on my phone, tablet or computer?

7. Do I need a pCloud account to join a shared folder?

8. Why should I verify my e-mail?

9. What is pCloud?

10. How to install pCloud on my computer?

11. What if I uninstall pCloud from my computer?

12. What are file revisions?

13. What happens when I stop paying for my pCloud subscription or my files exceed my available storage?

14. Where can I see the space I have used in my account?

15. Can I use my files offline?

16. How can I get more free space?

17. How do I get a Premium plan?

18. What pCloud applications are available?

19. How do I install pCloud on my mobile?

20. What is pCloud Encryption?

21. How can I change my password?

22. How do I cancel my subscription?

23. How long will my account stay active if I am not performing any operations?

24. Can I choose not to install any of pCloud's apps and still use the service?

25. How do I create a pCloud account?

26. I forgot my password. How do I reset it?

27. How can I verify my email address?

28. How many times a day can I share a folder?

29. What happens if I upgrade my subscription before the end of my billing period?

30. What happens if I downgrade my subscription before the end of my billing period?

31. Can I protect my links with a password?

32. What is shared link traffic?

33. How much shared link traffic does each pCloud plan include?

34. How can I add more shared link traffic to my current plan?

35. Why can’t I subscribe for a Custom plan?

36. Why was my shared link suspended?

37. I cancelled my Premium account but I didn’t receive a refund. Why is that?

38. Can I preview RAW files in pCloud?

39. How can I see how much space have in my account?

40. What happens to my account if I don’t use it for a long time?

41. How can I password-protect my shared links?

42. Can I add an expiration date to the links I create with pCloud?

43. How can I add an expiration date to the links I create with pCloud?

44. My PayPal payment is not going through. Why is that?

45. Can I log in pCloud with my Facebook/Google/Apple account, even though I registered with my email address?

46. Can I access my pCloud account with an email address, even though I signed up with my Facebook/Google/Apple account?

47. What is pCloud Rewind?

48. Up to what period can I use pCloud Rewind for my account?

49. What files can I restore with Rewind?

50. How can I rewind my account?

51. What does the pCloud Save browser extension do?

52. Where can I download the pCloud Save extension?

53. What kind of files can I save with the pCloud Save extension?

54. How can I save files with the pCloud Save browser extension?

55. The pCloud Save extension changes colors. What does that mean?

56. What is the Public Folder?

57. What is pCloud Lifetime?

58. How are my files secured if I'm not subscribed to pCloud Encryption?

59. What is Extended File History?

60. How can I get an invoice/receipt for my pCloud payment?

61. What is two-factor authentication?

62. How can I set up Two-factor authentication?

63. Troubleshooting guide for Two-factor authentication

NOTE: In order to take advantage of two-factor authentication, it's essential to have a valid phone number and a device that's capable of receiving text messages.

This practical guide will help you deal with the common issues using Two-factor authentication:

I do not receive a security code

If you do not receive a security code within a reasonable time (more than 15 min), click on the link Can't receive code?. You will receive a list of instructions on how to proceed.

I've lost my phone/Trusted device

If for some reason you have lost your phone or a trusted device, please follow these steps:

Change your account password from Settings > Change Password
Open my.pCloud > Settings > Security and remove any linked devices you find suspicious from the Logged devicespanel
Reset Two-factor authentication from my.pCloud > Settings > Security

I received an SMS code, but I haven't decided to log in my pCloud account

pCloud will send you a Security code only if you (or someone else) enters the correct email address and password for your account. If you ever receive a security code via SMS when you weren't trying to open your pCloud account, it's possible that someone else is trying to access your files.

Someone else may know your login credentials if you have:

shared them with others
a password that's easy-to-guess
the same password for another service that has been breached

Follow these steps to make sure your account is protected:

Change the password of your pCloud account.
Change the password of the email address you've registered with pCloud
Remove any suspicious devices linked to your pCloud account. Go to my.pCloud > Settings > Security > Logged devices

Note: For security reasons, when you open your Security settings, you will have to re-enter your password.

If you still have doubts about the security of your account, contact us

I am in an area with no cell service/ I am travelling abroad and my phone can't receive text messages

Choose one of these options:

Link pCloud with another device you're using. That way, you will receive your Security code as a system notification
Set the device you're using as Trusted, by clicking on the Trust this device button when you log in
Use a Recovery code to get quick access

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64. Where can I find my Recovery codes?

65. How can I change my Two-factor authentication phone number?

66. What are Branded links?

67. How to enable Branding for my shared links?

68. What is the difference between General and Custom branding?

69. How to disable Branding?

70. Do you support FTP?

71. Where I can check who has downloaded my files?

72. Is there a limit to the number of devices I can link to my pCloud account?

73. What is fair sharing and is it available in the free version?

74. How do I change the email address on my pCloud account?

75. What data regions are available to store my data?

76. Can I store my data in more than one data region?

77. Can I collaborate on files which are kept in a data region that's different than mine?

78. Where can I see more information about my data region?

79. Can I change the data region of my account?

80. What type of data will be stored in the data region I choose for pCloud?

81. What limits apply when I share folders with other pCloud users?

82. Can I add more storage space to my Lifetime account?

83. How do I check pCloud's current system status?