Email-Based 2FA

Issue

The user cannot receive the OTP email.

Possible Causes and Solutions

The issues with the user not being able to receive the OTP email can have several reasons:

Reason 1. 2FA Emails Flagged as Spam

Check the spam/junk folder. You can search for the keywords like “code” or the service’s name.

Reason 2. Email Delays

There might be a delay in delivery due to email server congestion or issues with your provider.

Reason 3. Incorrect Email Address

Double-check that the service is sending the code to the correct email address. The account admin can update the user’s email address to resolve the issue.

Reason 4. Email Filters or Rules

Your inbox might have rules or filters that move or delete certain emails automatically.

Reason 5. Mail Server Issues

The service sending the email or your email provider may be experiencing temporary issues.

Reason 6. Blocked Sender

Your email provider might be blocking the service’s domain. Check your block list or contact your provider.

Reason 7. Overloaded Mailbox

If your inbox is full, you may not receive new messages.

Reason 8. 2FA Service Issue

Sometimes, the website or app itself has issues with sending 2FA emails. Check their status page or contact support.

Google Authenticator 2FA

Issue

The user cannot access the app or has lost backup recovery codes.

Solution

The account admin can reset the user’s 2FA settings. The user will then need to go through the
2FA setup process again. To do so, go to the Users Management page, select Actions > Select action, and then click Reset Google Authenticator.

Admin Login Issues

If you are an account admin and cannot log in, please contact support to resolve the issue.