Trouble logging in
If you're having trouble logging in, there are a few things you can try to regain access to the application.
Basic troubleshooting
The first steps you should take are to make sure that you're entering the correct information.
- Check that Caps Lock is off.
- Make sure you have entered the correct username.
- This will be the email address that your user account was created with. Usernames don't change, even if you update your contact email address.
- Use the Password visibility
toggle to make your password visible, and be sure you're typing it correctly. - If you're having issues with the QR code, make sure that the username in the Google authenticator code description matches the username you entered to log in.
Forgot your password
You can reset your password at any time. See changing your password.
This won't help if your account is locked.
Lost access to authenticator app
If you've changed or lost your phone, or otherwise lost access to the code authenticator app you use to enter the 2FA code, you won't be able to access the application.
The only way around this is for your system administrator to reset your code for you. Once they do this, you'll be prompted to scan a new QR code the next time you log in.
If you know ahead of time that you'll be replacing your phone, Google Authenticator provides a way to transfer your codes to another device.
You can reset your own MFA code whenever you like by going to Settings | My settings and clicking the Reset 2FA button.
Authenticator code isn't working
The authenticator code is generated based on time. If your computer's clock is out of sync with your phone clock, this will cause the code to fail.
To fix this issue, sync the time both on your computer, and on the authenticator app.
Your account may be locked
If we detect a high number of failed login attempts for your account within a short period of time, we'll lock your account as a precaution against a potential brute force attack.
Once your account is locked, you won't be able to log in at all, even if you enter the correct password.
Your account will need to be unlocked by your system administrator.
Once your account is unlocked, you can try to log in again.