I’m not receiving my verification code
- Check your spam or junk folder
- Ensure the email address on file is correct and accessible
- If using a shared mailbox, MFA may not work — we recommend unique email addresses
Why MFA? We were so used to logging in and having our browser remember us
MFA (Multi-Factor Authentication) adds an extra layer of security by verifying your identity when logging in. While saved logins were convenient, MFA significantly reduces the risk of unauthorised access, especially for shared or sensitive data. You can still choose to "remember this location" after verifying, which reduces the number of prompts over time.
Is ‘remember location’ based on IP address or device?
The "remember location" setting is tied to a combination of your device, browser, and location (IP). If any of these factors change, for example, clearing cookies, using a different browser, or logging in from a new network - you may be prompted to verify again for security reasons.
Can we get verification codes sent to mobile instead of email?
Currently, verification codes are only sent via email. We understand SMS delivery can be convenient, and this may be considered in future updates. For now, please ensure your email address is valid, accessible, and not a shared inbox to complete MFA successfully.
Can we turn off the 90-day password expiry?
At this stage, the 90-day password expiry is a system-wide security setting and can't be disabled for individual users or consoles. We understand it’s a change from what you're used to, but it’s part of our effort to improve security and protect user data.
Why is the system not accepting the new password I’m entering?
If your new password isn’t being accepted, it could be due to not meeting the password complexity requirements (e.g. minimum 12+ characters, uppercase, lowercase, number, or symbol). Also, avoid reusing a previous password. If you're unsure, try using a new combination or let us know and we can help troubleshoot.