Troubleshooting MFA process

If you are experiencing a challenge with not being able to log in using the MFA process, we recommend you walk through the following steps to help rectify, dependant on the scenario.

When a user account is created, the platform generates a welcome email similar to the example one below.

Nb. the email will arrive from a no-reply@app.sqod.co.uk style email address.

The next step is to sign in for the first time using your email address and the bespoke password that was changed from the system generated one.

You will then be asked to set up your one-time passcode for your MFA account:

At this point you can use whichever authenticator application you or your organisation prefers,

ie., Microsoft Authenticator, Okta, Google Authenticator etc.,

Once you scan the QR code you have a limited time in which to enter the 6 digit two factor authentication pin, seen below:-

Scenario 1

If your session expires you will be presented with a message confirming this, and you should refresh the web page, log in again and re-scan the QR code. The original code will not work.

In this scenario, simply remove the entry from the authenticator app and re-scan the new QR code and enter the code to be given access.

Scenario 2

If you have logged in previously and then lost your access to the authenticator app you will need to fully reset your user account on SQOD.

Nb. there isn't a way to access the platform without the authenticator linked to the account and SQOD will not allow a QR code to be re-issued to a user currently on the platform . Therefore a Customer or Department Administrator will need to remove your account and re-add you, meaning you will be required to walk through the MFA set up process from the start.

Scenario 3

If you run in to a challenge where the platform does not allow access after your MFA is set up, and you have previously logged in, this error may be displayed:

Here are some probable causes:

1, The code changes every minute therefore if you do not enter it before the change happens on the authenticator app, this message may appear. Simply refresh the page re-enter your login details and try the code again.

2, Your browser has cached the page and it cannot confirm the code from the authenticator. Clear the browser cache and cookies and repeat the process.

3, If you have more than one customer site you are connecting to, you may be using an incorrect code.

End.