2 facotr authorization and removing app and 2 factor from user log in

I am expierenceing a 2 step factor upon a sales agent logging into Keap portal. I downloaded Twilio and connect Keap and it gave my codes i saved and went to enter codes to manage 2 step authetication and it did not take and we cannot log into users accout. Then it says go to the app and it genrates a code {Twilio} then says code error