We find that users are repeatedly coming back to us arguing that TOTP is not functioning because they mistakenly click on Backup Code Entry instead of TOTP APP Entry. This is possibly due to three reasons. The Backup Code option is listed first. The options are the same size. When they are listed together it almost looks like one option. I understand that users should probably try to see what goes wrong before coming to us but this is also a rather confusing design.
It would be great to see the TOTP app option be first and larger than backup code. This would save us a lot of time.
If you are wondering what I am talking about it is this.
We find that users are repeatedly coming back to us arguing that TOTP is not functioning because they mistakenly click on Backup Code Entry instead of TOTP APP Entry. This is possibly due to three reasons. The Backup Code option is listed first. The options are the same size. When they are listed together it almost looks like one option. I understand that users should probably try to see what goes wrong before coming to us but this is also a rather confusing design.
It would be great to see the TOTP app option be first and larger than backup code. This would save us a lot of time.
If you are wondering what I am talking about it is this.