Secure Mobile Access 10.2 User Guide

Verifying User One-Time Password Configuration

If you are successfully logged in to Virtual Office, you have correctly used the One-Time Password feature.

If you cannot log in using the One-Time Password feature, verify the following:

  • Are you able to log in to the Virtual Office without being prompted to check your email for a one-time password? If so, you have not been enabled to use the One-Time Password feature. Contact your Secure Mobile Access Administrator if you believe this is an error.
  • Is your email address correct? If your email address has been entered incorrectly, contact your Secure Mobile Access Administrator to correct it.
  • Is there no email with a one-time password? Wait a few minutes and refresh your email inbox. Check your spam filter. If there is no email after several minutes, try to log in again to generate a new one-time password.
  • Have you accurately typed the one-time password in the correct field? Re-type or copy and paste the one-time password.
  • Are you able to scan the QRCode? Have you downloaded an Authentication app? Download an Authentication app such as Google Authenticator or Duo Mobile.
  • Did you bind the authentication app with mobile device? Contact you administrator if you are having trouble binding the authentication app with your mobile device.
  • Did your one-time password expire? If your password is not accepted, open the authentication app and verify password is current. A new password shows, when the old password expires.

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