Symptom: You log in to the client area successfully, start setting up Two-Factor Authentication, and partway through you are sent straight back to the login page. You log in again, get returned to the setup page, try again — and the same thing happens. The support ticket form may also refuse to open. Your browser may show a connection or "cannot reach the server" style message.
This is almost always caused by your IP address changing while you are logged in. It is a security protection working as designed, not a fault with your account, and you can resolve it yourself in about a minute.
Why this happens
When you log in, your session is tied to the IP address you logged in from. If that address changes while the session is open, the session is immediately ended and you are returned to the login page. This protects your account against session hijacking — it stops an attacker who has stolen your session from using it from somewhere else.
Two-Factor Authentication setup is a multi-step process (choose method → scan QR code → enter verification code). If your IP address changes between any two of those steps, the setup cannot complete, and you land back at the login page every time.
The most common reasons an IP address changes mid-session:
- A VPN that rotates between exit servers. This is by far the most frequent cause — many VPNs switch servers automatically every few seconds or minutes.
- Antivirus or internet-security suites with a "Secure Connection", "Web Shield", "Web Protection", or built-in VPN feature. These often route your traffic without making it obvious. Norton, Avast, AVG, Kaspersky, McAfee and Bitdefender all include something along these lines.
- A corporate or campus network that balances outbound traffic across several gateways.
- Switching networks mid-way — for example a laptop moving from Wi-Fi to a wired connection, or a phone handing off between Wi-Fi and mobile data.
- Some mobile carriers, which rotate addresses as you move between cell towers.
How to fix it
Complete the setup in a single sitting, on one stable connection:
- Turn off any VPN or proxy temporarily.
- Turn off "Secure Connection" / "Web Protection" / "Web Shield" in your antivirus or internet-security suite, if it has one. You do not need to uninstall anything — pausing the feature is enough.
- Stay on one network. A home Wi-Fi or wired connection is ideal. Avoid switching to mobile data partway through.
- Close any old client area tabs you have open, then go to https://cp.adaptivewebhosting.com and log in fresh.
- Work through the setup page without pausing. Have your authenticator app open and ready on your phone before you begin, so you are not leaving the page idle while you install it.
- Once setup is saved and you have stored your backup codes, you can switch your VPN and security features back on. They only cause trouble during the multi-step setup.
If you are not sure whether something is routing your traffic, search Google for "what is my IP" in one tab, note the address, wait a minute, and refresh. If the number changes, something is rotating your connection.
Why the support ticket form will not open either
Until Two-Factor Authentication setup is complete, every page in the client area redirects you back to the security setup page. That includes the ticket form. This is expected behaviour, not a separate error — the ticket form will work normally as soon as 2FA setup is finished.
If you need to reach us while you are still working through setup, email [email protected] from the email address on your account and include your primary domain so we can verify it.
Other things worth checking
- Do not leave the setup page sitting open for a long time. If you have stepped away, log in again and start the setup fresh rather than submitting a page that has been idle.
- Allow cookies for cp.adaptivewebhosting.com. Strict privacy settings, private/incognito windows with cookie blocking, or extensions that clear cookies aggressively can also end your session early.
- Try a different browser if the problem persists — a fresh browser profile rules out extensions.
- Check your phone's clock is set automatically. If it drifts more than about 30 seconds, the 6-digit codes will never validate. iPhone: Settings → General → Date & Time → Set Automatically. Android: Settings → System → Date & Time → Use network-provided time.
Paying an invoice while you are locked out
Once 2FA setup is complete you will have full access to your account, including your invoices, and can pay as normal. If an invoice is approaching its due date while you are working through the steps above, email [email protected] from your account email address and we will make sure your services are not interrupted while it is resolved.
Still stuck?
If you have turned off every VPN and security-suite feature, stayed on one network, and are still being returned to the login page, email [email protected] from the email address on your account. Include:
- Your primary domain name, so we can verify your account.
- Your current IP address (search Google for "what is my IP").
- The browser and operating system you are using.
- Roughly what time you last tried, including your time zone.
For the full walkthrough of setting up Two-Factor Authentication, including backup codes and what to do if you lose your phone, see Setting Up and Using Two-Factor Authentication (2FA) - Step-by-Step Guide.
