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Problem Solving Login Issues with Two-Factor Authentication

If you reached this page by clicking a link in the Author Site, it means your organization has turned on two-factor authentication, meaning that logging in requires a combination of your username/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 with two-factor authentication login and what you can do to solve them.

General two-factor authentication log in issues

Issues with phone verification

Issues setting up or using an authenticator app

Issues with the authentication code

 


General two-factor authentication log in 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

Issues with phone verification

I didn't receive a verification code via text message

If you did not receive codes by text message to verify your mobile device after entering your phone number, make sure to check that the country code and phone number you entered were correct and that your phone is in service and can receive text messages. Text message delivery speeds and availability can vary depending on location and service provider.

Issues setting up or using an authenticator app

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. There are many authenticator apps including Authy, Google Authenticator, Microsoft Authenticator or Duo Security 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 Authy, Google Authenticator, Microsoft Authenticator or Duo Security, you can add the Learnosity Author Site 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.

Issues with the authentication code

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.

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 Authy, Google Authenticator, Microsoft Authenticator or Duo Security. 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 emails 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.

 

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