Sign-in and MFA problems

The code is rejected

Authenticator codes depend on the clock of the phone that makes them. If codes are rejected, set the phone's date and time to automatic, wait for the next code and try again. Type the code that is showing now, not one from a moment ago.

You lost the phone or app

An authenticator cannot be removed from inside the dashboard, so you cannot reset your own. Write to support@remediatedesk.com from the email address on the account and ask for a reset. Until then, a passkey you already added still lets you in.

Add a passkey while you still have access. It gives you a second way in, and it can be removed any time from Settings.

You cannot use a passkey

A passkey belongs to the device where it was created. On another device, use your password and authenticator code instead. A browser that does not support passkeys says so on the Sign-in methods card rather than offering a button that fails.

An invitation does not work

Use the newest invitation email. Sending a fresh invitation to someone replaces the earlier temporary password, so the older email stops working. Email addresses are matched in lower case, so a capital letter in how someone types their own address is not the cause.

Microsoft sign-in does not complete

Check that you were invited using the same email as your Microsoft work account, and that you are not using a personal Microsoft account. If you were never invited and your organisation has not turned on joining from its tenant, you are told to ask an administrator. After Microsoft signs you in, the authenticator check still follows.