Posted by rhona

can't authorize trusted device

I am trying to add a device but keep getting this message again and again. What am I doing wrong?

 We could not verify if your account has been used on this device before.
To ensure your account's security, you need to add this device to your trusted devices before you can complete the sign in.
Please follow the link to add this device to your trusted devices: Add to trusted devices

Have opened email and clicked link but still won't work


3 Replies
3 Replies
Posted by Community Manager
Community Manager

Re: can't authorize trusted device

Hi @rhona

after clicking the link in the email, you will be re-directed to a browser window. Here, you need to complete the authorization process by clicking on the blue button which is saying Add device.

Did you click that button? 

Please note: The link in this email is only valid for 30 minutes. If the link expires, you will need to sign into your account once more on the new device, so that a new authorization email can be generated.

As an alternative to the Trusted Devices authorization process, you can enable two-factor authentication on your account instead. If you are using two-factor authentication, then the Trusted Devices authorization email won’t be required anymore when you sign into your account on a new device.

All the best, Esther

Posted by darinjbrown

Re: can't authorize trusted device

I also have this problem. I have gotten the message that device was added successfully, but continue to get this authentication error. I have tried restarting the device, but no success. The Team Viewer software is essentially non functional for me on this machine.
Posted by HRachel

Re: can't authorize trusted device

I have been at this for a whole day and can't get an answer to resolve this issue. I respond to the emails and follow the link 'Add to trusted devices' and it says that this device has been added and I can now sign in but then the whole process starts all over again. This is driving me nuts!!!!