If you are having trouble accessing your Franklin account, it is almost always one of the issues below. Start from the top and work your way down.
Most common issues
1. Password reset not working
What happens: You request a password reset but the link does not work or never arrives.
What to do:
- Check your spam folder
- Request a new reset link — the previous one may have expired
- Complete the full reset flow on the same device and browser where you requested it — opening the link on a different device can cause it to fail
2. Lost access to your authenticator app (2FA)
What happens: You no longer have access to the authenticator app used for two-factor authentication — for example, because you switched phones or uninstalled the app.
What to do: You cannot recover this yourself. Contact Franklin support and we will reset your 2FA for you. The process is:
- Contact support@hifranklin.com
- Verify your identity
- We reset your 2FA
- You set it up again on your new device
Tip — if you are switching phones: Transfer your authenticator app before switching, or save your backup codes in advance. Otherwise you may lose access and need to go through the reset flow.
3. Not receiving your login code (OTP)
What happens: You enter your email and request a login code, but nothing arrives.
What to do:
- Check your spam or junk folder
- Wait 1–2 minutes — delivery can be slightly delayed
- Make sure you are using the correct email address for your Franklin account
If it still does not arrive:
- Try a different browser (Chrome or Safari work best)
- Disable any VPN — these can sometimes interfere with email delivery
- Try again from the same device you normally use
Still nothing? Contact Franklin support — we can check the delivery logs on our end.
Still not working?
Contact support@hifranklin.com and include:
- Your account email address
- A description of what is happening (a screenshot helps)
- Your browser and device