Troubleshoot sign-in issues

Sign-in troubleshooting

The table below provides information for sign-in problems that you can encounter. For help signing in to applications configured with Identity as a Service, see Troubleshoot applications. For additional assistance, contact support@entrust.com.

Problem	Solution
The user forgot their User ID.	Contact your administrator.
The user lost their token/the token is unavailable.	Select the fallback authenticator option. Contact your administrator if you do not have a fallback authenticator.
The OTP is unavailable, and there is no access to voice, email or SMS.	Contact support@entrust.com for assistance.
The second-factor login using soft token failed.	Confirm that the response entered is the correct one. Check if the time on your mobile device is synced with the phone carrier (and accounts for daylight savings). Contact support@entrust.com for assistance.
The push authentication does not work.	Select Cancel and re-attempt. Select the fallback authenticator option. Contact your administrator if the problem persists.
The administrator is unable to login.	Attempt to log in using an alternate authenticator option (if available). Contact support@entrust.com if the problem persists.
The user is locked out of their account.	Unlock the user's account If you are unable to unlock the user's account, contact support@entrust.com.