[FAQ] Common problems with two-factor authentication for Onix accounts

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If you’re looking for help to set up or sign in to Onix account with two-factor authentication (2FA), review the common problems below to see if any apply to you.

Issues during sign-in with 2FA

I can’t use my authenticator app

Solution

If you can’t get a code from your authenticator app, you can request a temporary access code by email.

1. On the Enter verification code screen, select Try another way.
   
   
2. Check your email for a temporary access code.
3. Enter the temporary access code on the Onix sign-in page and select Verify.
   
   

I requested a temporary access code, but can’t find the email

Solution

First, try the following steps:

• Look in your spam or junk folder.
• Make sure your email address was entered correctly.
  For more details, see this guide on solving issues with email delivery.

If you still don’t receive the email:

• Try signing in with a different email address and request the temporary access code again.
• Or, ask your administrator to generate a new temporary access code:
  1. In Onix Work, the admin should go to Settings > Users & Roles.
  2. Select your user account and choose Get access code.
  3. The admin can copy the code and share it with you.
  4. You select Try another way on Onix sign-in page, and enter that code on the Enter temporary access code page.

I lost my phone

Solution

To sign in without your phone, ask your administrator to generate a new temporary access code:

1. In Onix Work, the admin should go to Settings > Users & Roles.
2. Select your user account and choose Get access code.
3. The admin can copy the code and share it with you.
4. You select Try another way on Onix sign-in page, and enter that code on the Enter temporary access code page.

After you get a new phone:

• Ask your admin to reset 2FA for your account.
• Set up 2FA again on your new phone using your authenticator app.

I can’t enter the code after multiple attempts

Solution

If you enter the wrong verification code or temporary access code multiple times, Onix may temporarily block further attempts to protect your account. You should wait a few minutes before trying again.

Account recovery and support

I want to reset my password while 2FA is turned on

Solution

You can reset your password at any time. After that, sign in using your authenticator app as usual.
Follow the steps in this guide to reset your password.

I need help with 2FA, but my admin can’t assist

Solution

If your administrator is unavailable or unable to help, contact Onix Support at support@onix.com.

I received a temporary access code but didn’t request it

Solution

There are a few possible reasons why you received an unexpected temporary access code:

• Someone mistakenly entered your email when trying to sign in.
• Someone is trying to access your account.
• A code you requested earlier was delayed in delivery.

If you didn’t request the code, ignore it. Without access to your password or device, no one can sign in.

If you have concerns about account security, contact Onix Support at support@onix.com.

2FA settings

I want to turn off 2FA

Solution

We strongly recommend keeping 2FA enabled to protect your account.
However, if you need to turn it off, ask your admin to reset 2FA for your user account. If your company does not require 2FA, you’ll only need your email and password the next time you sign in.

I skipped 2FA setup, but I’m still being asked to set it up

Solution

If you see the “Keep your account secure” message again before the 14-day reminder, it means your organization has made 2FA mandatory. You can no longer skip setup.

To continue using Onix, you must complete 2FA setup.