1. I’m not receiving authentication codes. What should I do?
If you’re not getting authentication codes:
- Check your internet connection: Ensure your device is connected to a stable network. Some apps may need internet access to update codes.
- Restart your authenticator app: Close and reopen the app to refresh the code generator.
- Verify app setup: Ensure the app is correctly linked to your Sygnal account. You may need to re-scan the QR code during setup.
2. My authentication code is being rejected. Why?
This issue could occur due to the following reasons:
- Incorrect code entry: Ensure you’re entering the latest code displayed in the app, as codes refresh every 30 seconds.
- Time drift issue: The time on your authentication app and the Sygnal system must match. Set your device to "automatic date and time" to fix this.
- Wrong account: Double-check that the code is for your Sygnal account if you use the app for multiple accounts.
3. What if I lose my authentication device?
If you’ve lost your smartphone, tablet, or other device:
- Use your backup method: Enter one of the backup emails or security questions you entered during the MFA setup to log in.
- Contact Sygnal Support: Reach out to our support team for assistance in resetting the MFA on your account.
4. How do I reset my MFA if I’m locked out of my account?
If you can’t authenticate or log in:
- Contact Sygnal Support: Provide your account email address and details about the issue.
- Identity verification: We’ll guide you through the process to confirm your identity.
- MFA reset: Once verified, you’ll be able to set up MFA again.
5. Can I prevent being locked out in the future?
To avoid issues with MFA in the future:
- Save your backup email and questions in a secure location.
- Set up multiple authenticator devices (if supported).
- Regularly test your authenticator app to ensure it’s working as expected.
7. What if none of these solutions work?
If you’re still unable to authenticate, our support team is here to help. Contact us with the following details:
- Your account email address.
- A description of the issue.
- Any error messages you’re receiving.