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Help & Support

🧭 Quick Start

If something breaks, this page is your fastest path from "I am stuck" to "I am back in."

Best recovery order

  1. Try the self-service steps first.
  2. Use password reset if login fails.
  3. Use recovery codes if 2FA is unavailable.
  4. Contact an admin if recovery no longer works.

🔍 Troubleshoot by Issue

Problem Try this first Escalate when
Cannot sign in with password Reset password from the login page and retry with the new one Reset email never arrives, or reset link fails repeatedly
TOTP code is always rejected Sync phone time automatically and enter the newest code quickly Codes still fail after time sync and app re-check
Passkey does not appear Unlock your device and confirm passkeys are enabled in browser/device settings All passkeys are unavailable or removed
Signed in but missing service access Confirm your account is correct and check role-based access expectations You still cannot see apps that should be assigned
Session/device looks unfamiliar Revoke unknown sessions and change password immediately Suspicious activity continues after rotation

Small checks solve big problems

Most access issues are caused by mistyped email, stale browser sessions, or unsynced device time.

🔐 Password Recovery

Use this flow when you cannot remember your password.

  1. Open Sign In Page.
  2. Click Forgot password.
  3. Enter the email used for your account.
  4. Open the recovery email and use the reset link.
  5. Create a new strong password and save it in your password manager.
  6. Sign in again, then review active sessions.

If recovery email is missing

Check spam/junk first. If nothing arrives after several minutes, contact an admin for manual help.

After password reset

Revisit Account Security to confirm TOTP, passkeys, and trusted sessions are still correct.

🧯 Lost 2FA or Passkey Access

If you lost your phone, authenticator app, hardware key, or passkey device:

  • Use recovery codes if you saved them.
  • If you still have one active session, sign in there and add a new second factor immediately.
  • If all factors are lost, contact an admin for assisted recovery.

Ownership verification is required

For account safety, admins may require identity checks before removing 2FA or restoring access.

📩 Contact an Admin

Contact an admin when self-service recovery fails, you lose all second factors, or account access appears compromised.

Use this template so support can resolve your issue faster:

Access Support Request
Username:
Account email:
Issue type: (password reset / 2FA / passkey / missing access / suspicious login)
What happened:
What you already tried:
Exact error text:
When it started (with timezone):

Never share secrets

Do not send passwords, TOTP codes, passkey private material, or recovery codes to anyone.

✅ Before You Submit a Request

  • I confirmed I am using the correct account email.
  • I checked spam/junk for recovery mail.
  • I synced device time automatically (important for TOTP).
  • I tried private/incognito mode or a second browser.
  • I copied the exact error message.
  • I listed what I already attempted.
Common lockout causes - Browser autofill keeps using an old password. - Keyboard layout or Caps Lock changes input unexpectedly. - Device time drift causes TOTP mismatch. - The wrong account email is used for recovery. - A stale session token conflicts with a new login.

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