MFA/Logins Troubleshooting
ReviewMate® MFA/Logins Troubleshooting Guide
Table of Contents
Verification Difficulties
Preferred Method Issues
- Switch to an alternate method: Authenticator app (e.g., “Google Authenticator,” “Microsoft Authenticator,” or “Duo Mobile,”) or email verification.
- If problems persist, contact the administrator to:
- Reset MFA settings, or
- Adjust email configurations.
Lost Access to Mobile Device?
- Turn to email verification, known as OTP ( One-time Password). Click on the below link showing below:
- Make sure to have both methods set up for future use.
- For complex issues, consult the IT Administrator.
Regular Error Prompts
Received “Exceeded Limit/Blocked from Making Future Requests” Message?
- Wait for several hours before attempting again.
- Close your browser and all opened tabs and then open a new browser session, preferred to use private mode.
- Contact the IT Administrator if persistently facing this issue, or reach out to [email protected].
Authenticator App Issues
Code Verification Failed or Invalid Code?
- Ensure the device’s date and time settings are correct and set to auto-sync. Incorrect settings may invalidate codes.
- Clear the browser’s cache and retry.
- Close your authenticator app and re-open it.
- Ensure your authenticator app is current (an app update might be required).
- Persistent problems? Request the IT administrator to reset your MFA, or reach out to [email protected].
Multiple MFA Accounts?
- Ensure you select the correct MFA profile, especially if you’ve set up multiple profiles (use the code generated for the correct user email and environment).
- If you regenerate a specific MFA profile, you must remove the old entry from the Authenticator to avoid confusion.
Email Verification Issues
No Verification Email Received?
- Check your spam/junk folder.
- Verify your email server’s operational status.
- Confirm the email address associated with ReviewMate.
- If unsuccessful, wait momentarily then request a new one-time password.
Data Privacy Concerns
Policies
- We prioritize data integrity and user confidentiality. Trust our MFA processes.
- For additional details or queries, review our data privacy policy or reach out.
- To read the Term of Use policy, click here.
Other Verification Failures
Forgot Mobile Device?
- Switch to the email method by selecting “Facing issues logging in? Use an alternate method.“
- If no alternatives are visible, contact your IT administrator.
Unable to Turn Off Multi-Factor Verification?
- Remember, some organizational policies might enforce this feature.
Lost or Stolen Device?
- Immediately opt for a different verification method.
- Alert the IT Administrator to reset your MFA.
Issues After Multiple Login Attempts?
- Consider taking a break or using a different MFA method.
- For potential security threats or persistent MFA problems, inform your IT administrator to contact ReviewMate support at [email protected].
Not Receiving Verification email?
- Consider using the Authenticator App for swift verification.
- Ensure to trust myreviewmate.com and myreviewmate.net domains in your email settings.
Not Prompted for Secondary Authentication?
- Discuss with the IT administrator to ascertain correct MFA setup.
- If you trusted your home or your work IP address, the system might now challenge you with second authentication, this configurable.
Got a New Phone?
- Have the IT administrator reset your MFA to configure the new device.
Switching to a new trusted IP?
- Request your IT administrator to reset your MFA and select “Trust this IP address?” during the MFA profile setup.
Still experiencing issues?
- Engage your IT administrator. They can directly contact ReviewMate support or through Jira.