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Problem Solving Login Issues with Learnosity Two-Factor Authentication

This page contains specific instructions for Learnosity users, who have two-factor authentication set up for education content authoring and administration. 

If you are a Learnosity customer and you reached this page by clicking a link while signing in to Learnosity, it means your organization has turned on two-factor authentication. This means logging in requires a combination of your email, your password, and an authentication code from your mobile device. Your organization turned this on because it's more secure than just your password.

This page provides a list of common problems encountered when logging in to Learnosity with two-factor authentication, and what you can do to solve them.

Find your answers to frequently asked questions below:

General Learnosity two-factor authentication login issues

Issues with phone verification and Learnosity two-factor authentication

Issues setting up or using an authenticator app with Learnosity two-factor authentication

Issues with the authentication code and Learnosity two-factor authentication

General Learnosity two-factor authentication login issues

I forgot my mobile device at home or do not have it with me

If you don’t have a mobile device with you to complete the first step ‘Verify it’s you’ with an SMS code, you will need to have access to a mobile device before continuing. Completing this step verifies your identity and is required to set up two-factor authentication for Learnosity apps.

If you have already set up two-factor authentication and cannot access the authentication code on your mobile device, you will need to ask your user manager or administrator to contact our support team to reset your account security. You will need to set up your account security with a different mobile device.

If you have a Learnosity support account, you can create a support ticket to reset your account security.

To maintain security, you will need to have access to your previously verified mobile device or have your account security reset by the above methods to log in to Learnosity apps.

I’ve lost my mobile device or it was stolen

If you've lost or had your mobile device stolen, you will need to ask your user manager or administrator to contact our support team to reset your account security. You will need to set up your account security with a different mobile device.

If you have a Learnosity support account, you can create a support ticket to reset your account security.

After your settings are reset, you'll be prompted to register for two-factor authentication the next time you sign in.

The service is down

If you were shown an error because the service is down you can view the status page for the latest authentication status updates. You will need to wait until the service is back up to log in.

I received an error saying ‘Your username/email is not a valid email address’

This error means that when your account was set up, your login credentials were created using a username instead of using a valid email address.

In order for your organization to use two-factor authentication for your account, your username/email needs to be updated to a valid email address by your user manager or administrator. Contact them to change your username/email to be an email address and then try logging back in to your account.

Example OLD username: Mary123

Example UPDATED username/email: mary.name@email.com

I have to log in with two-factor authentication every time I go to the Author Site

An authenticated session with the Author Site will expire after four hours of inactivity. After this time, you will automatically be logged out and need to log in again, using two-factor authentication. Also, if you intentionally log out of the Author Site, this will end your authenticated session and mean that next time you open the Author Site, you will need to log in again. This is the expected behavior and is designed as such to provide extra security to your Learnosity User account, making it harder to compromise. 

If you are being forced to log in every single time you access the Author Site, within a four hour timeframe, the issue could be that you are accessing a bookmark URL and going straight to the login page, which would force you to authenticate again, e.g. https://author.learnosity.com/login 

To resolve this issue, change your bookmarked URL to take you to a different page on the Author Site, e.g. https://author.learnosity.com/

 

Issues with phone verification and Learnosity two-factor authentication

Issues setting up or using an authenticator app with Learnosity two-factor authentication

I don’t know what an authenticator app is

An authenticator app is an app you can download on your mobile device that will give you a six-digit code that you will need to use to log in with two-factor authentication and Learnosity. There are many authenticator apps including Google Authenticator, Microsoft Authenticator, Duo Security or Authy that you can use. The extra step of providing a code from an authentication app keeps your account more secure.

If you use two-factor authentication to log in to other sites, you may already have an app on your device that you can use. If you do not have an authenticator app you can download one from your app store.

I don’t know how to add a site to my existing authenticator app

If you have an authenticator app on your mobile device already, such as Google Authenticator, Microsoft Authenticator, Duo Security or Authy, you can add the Learnosity sites to your existing app.

From the app home screen or in the app menu, look for a plus (+) symbol or ‘Add account’ button. You will then be prompted to scan the QR code, or barcode, shown on the ‘Set up two-factor authentication’ screen when you are logging in to Learnosity Author Site.

Note: Some apps may require you to select the type of account you want to add before prompting you to scan the barcode. If you are still having trouble, try checking the help site for the app you have for more info.

I cannot scan the QR code because I am using my mobile device

In order to add the site to your authenticator app you will need to scan the QR code on the page during registration. We recommend signing in on a desktop or tablet and using your mobile device with an authenticator app to scan the code.

 

Issues with the authentication code and Learnosity two-factor authentication

My six-digit authentication code from the authenticator app is not working

The authentication code from the app should be six-digits in length and expires after a certain amount of time. Check to make sure that the code looks correct and is the most recent one shown in your authenticator app.

If you're logging into Learnosity Console site and Author site simultaneously, you cannot use the same six-digit code. As soon as you use an authentication code, the code expires. Wait a few seconds for a new entry to be generated in your app and use the new code to enter the second site. 

Authenticator apps rely on the time set on your device to create the authentication code. If the time on your mobile device does not match the time on your computer then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from.

If they do not match you will need to sync up the time for the code to work. Some authenticator apps allow you to try and sync the time within the app. Look for this option within the app settings. If the option to sync is unavailable in your app you might try using another app like Google Authenticator, Microsoft Authenticator, Duo Security or Authy. You might also need to check that the date and time in your device's settings are set to sync automatically with the Internet network you are on.

If your code is still not working, you will need to ask your user manager or administrator to contact our support team to reset your account security or help you further.

I have multiple Learnosity accounts with different username/passwords and my authentication code is not working

If you use multiple email accounts to log in to Learnosity apps for different accounts and you have set up two-factor authentication for more than one of those accounts with the same mobile device, only the authentication code from the most recent account setup in your authenticator app can be used to log in to all of your Learnosity accounts that require two-factor authentication to log in.

If you are still having trouble logging in to your account, contact your user manager or administrator for help.

I just logged onto Author site, but now my authentication code isn't working for Console site.

If you are logging into Learnosity Console site and Author site simultaneously, you cannot use the same six-digit code. For example, if you logged into Author site with code 123456, you will not be able to log in to the Learnosity Console site with the code 123456. As soon as you use an authentication code, the code expires. Wait a few seconds for a new entry to be generated in your app (ex. 456789) and use the new code to enter Learnosity Console site. 

I just logged onto the Learnosity Console site, but now my authentication code isn't working for Author site.

If you are logging into Learnosity Console site and Author site simultaneously, you cannot use the same six-digit code. For example, if you logged into Learnosity Console site with code 123456, you will not be able to log in to Author site with the code 123456. As soon as you use an authentication code, the code expires. Wait a few seconds for a new entry to be generated in your app (ex. 456789) and use the new code to enter Author site. 

 

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