Login and reset password
I'm unable to login. I keep seeing the error "wrong username or password". Please double check if you are using the correct email and password. If the issue persists, please click “Don't remember your password” on the login page. An email will be sent to your inbox. Please use the link in the email to reset your password.
I do not receive an email after clicking "forgot my password." In this case, please check your spam folder as the email might have landed there. Please also check with your organization's IT support as some organizations have email policies that block some emails outside of the company. If the issue persists, please contact us.Why is my account blocked? The login page says: "Your account has been blocked after multiple consecutive login attempts." If you have attempted to login with a wrong username and password multiple times, we block your account. To unblock your account, you can reset your password by clicking “forgot your password” on the login page. If the issue persists, please contact us.
Multi-factor authentication
Why is Multi-factor authentication required? By having Multi-factor authentication enabled, you are adding another layer of protection. This makes it harder for cyber attackers to steal your data.What is an Authenticator App? Which authenticator app should I use? An authenticator app allows you to add additional layer of protection. You can use any authenticator apps of your choice to enroll for Multi-factor authentication. Some of the popular ones are:
[Google Authenticator](targetSelf:https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2&hl=en&gl=US)
[Microsoft Authenticator](targetSelf:https://play.google.com/store/apps/details?id=com.azure.authenticator&hl=en&gl=US)
To install - please visit Apple store or Play Store, and search for an authenticator app. Click install and wait until the installation is completed.How to use an authenticator app when enrolling for Multi-factor authentication? When enrolling for Multi-factor authentication, you will be prompted with a QR code as shown below.
From the authenticator app, you should be able to scan the QR code by pressing the “+” button to add a new MFA account. Once the QR code is scanned, you will see a one time code in the authenticator app, which you need to type into your MFA enrollment screen. Please type the code without any spaces between the numbers. An example of how to use Microsoft authenticator app to get the one time code is shown below:
I am on my mobile device or I have trouble scanning the QR code. What should I do? Please click on “trouble scanning?” in the MFA enrollment page. You will then see a code being displayed. Copy this code or manually enter the code into your preferred authenticator app and then enter the one-time code provided by the authenticator app. An example of how to use Microsoft authenticator app when you have trouble scanning is shown below:
What is a recovery code? Why do I need to copy it? A recovery code allows you to login if you no longer have access to your mobile device.I lost my device and I don’t have my recovery code. What should I do? In this case, please contact us to reset your MFA.I have a new device, how do I change my Multi-factor authentication to the new device? You can disable the MFA and enable it again to enroll for a new device. If you have issues, please contact us.
