Have questions about 2FA troubleshooting and edge cases in Lucidya? Here are answers to the most common ones.
What should I do if my verification code email bounces?
A red notification will appear on the verification screen. Contact your Company Admin to resolve the bounced email issue. Once unblocked, click Resend Code to request a new verification code.
What happens if I enter the wrong verification code multiple times on the login page?
Your account will be locked after 5 failed attempts on the login page, and your admin will automatically receive an email notification. Contact your Company Admin or System Admin to unlock it.
Does the Remember Device option always appear on the login screen?
It depends on the active settings. If the admin enabled company-wide 2FA with Remember Device turned off, the option will not appear regardless of your Profile Settings. If the admin enabled it with Remember Device on, the "Don't ask again for 7 days" checkbox will appear at login.
What happens if I cancel during a verification process?
If you click Cancel before submitting a code, you must wait 1 minute before re-initiating the process. This is designed to prevent excessive verification code requests.
When is a user's 2FA setup reset?
A reset occurs in several situations: when the admin disables company-wide 2FA, when the user disables their own 2FA, if the user had email 2FA enabled but the admin re-configures it without including the email method, or if the user had SMS enabled and the company's SMS package is removed.
What permissions are required to manage 2FA?
Enabling, disabling, and editing company-wide 2FA requires Manager permission in General Settings. Unlocking suspended accounts requires System Administrator permission. Any authenticated user can manage 2FA for their own profile.
If you run into any issues with 2FA, reach out to the support team or explore other help articles in Lucidya.