User issues

If you do not have your mobile device or your mobile device is turned off

If you have lost your device, you can finish authentication using the recovery code provided when you first signed up.

  1. Enter your email and password to log in, and click the Use the recovery code link.

  2. Enter your recovery code.

If you no longer have your recovery code, you will not be able to log in. Contact your system administrator for help accessing your account.

If you forget your password

If you have forgotten your password, click the Don't remember your password? link located underneath the email and password fields. Then, enter your email address to receive an email containing a link you can use to reset your password.

If you need to remove or delete MFA, navigate to the dashboard and disable the feature in the Security section.

Information to help if you encounter issues with the Google Authenticator or Authy app.

Issue

Troubleshoot

The codes that Authy or Google Authenticator is generating aren't working when I enter them.

This might be because the time on your Google Authenticator or Authy app is not synced correctly. To make sure that you have the correct time:

1. Go to the main menu on the Google Authenticator app

2. Select Settings

3. Select Time correction for codes

4. Select Sync now

On the next screen, the app will confirm that the time has been synced, and you should now be able to use your codes to sign in.

The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date and Time settings.

This can also be resolved by setting your Android or iPhone to automatically update it's time. For an iPhone this is Setting > General, Date and time > Automatically correct time.

There isn't a Google Authenticator App on my mobile device.

If you can't find Google Authenticator on your mobile device then it means that it has not been downloaded on to your device yet (as it doesn't come bundled with your device when you buy it). You will need to download the Google Authenticator App onto your device from the appropriate location:

· Play Store for Android devices

· App Store for IOS devices

· Windows Store for Windows devices

For instructions on how to do this see How to download the Google Authenticator app.

My Authy or Google Authenticator App is installed on my smart phone but won't launch when I tap the icon.

Restart your mobile device. Once you have done that it should launch.

I've restarted my mobile device but Authy or the Google Authenticator App still won't launch when I tap on the icon

The app probably didn't download and install properly when you first installed it.

Delete it from your mobile device and go through the download and installation process again. For instructions on how to do this see:

· How to download and activate the Authy app

· How to download the Google Authenticator app

I've restarted my mobile device, re-installed the Google Authenticator App but it still won't launch when I tap on the icon.

Your mobile device may not support Authy or Google Authenticator. Please try another device.

My Authy or Google Authenticator App won't scan the barcode.

Try restarting your mobile device and begin again.

If this doesn't work then try removing the scanner app (does not apply to Apple iOS) and reinstalling it. Restart the mobile device and try scanning the barcode again.

If this does not work your device may not support Authy or Google Authenticator and you should try another device.

For further assistance, please do not hesitate to contact us at support@reloadly.com.

Did this answer your question?