I've deleted my Authenticator App and can't access the system - what should I do?

If you’ve accidentally deleted your authenticator app, don’t worry - you can regain access to your account by following these steps.

1. Notify Support

Before proceeding, please contact us first by raising a Support Ticket, so we can assess your SSO (Single Sign-On) profile. This ensures your account is ready to be re-verified and avoids any access issues. Please remember to provide your full name and surname and place of work. 

2. Log In Using Your Username and Password

Go to the login page and enter your username and password as usual. The system will detect that your authenticator app is missing and prompt you to set up two-factor authentication (2FA) again.

3. Reinstall and Set Up a New Authenticator App

Download a new authenticator app on your device. During the login process, scan the QR code provided by the system to re-establish your 2FA. This ensures your account remains protected with an extra layer of security.

4. Alternative: Receive Verification Code via SMS

If you prefer, you can choose to receive a verification code via SMS instead of using an authenticator app. Note, however, that this method is less reliable than the app and may not provide the same level of security.

Why Two-Factor Authentication Matters

2FA is a critical security feature designed to protect your account and personal data. It adds an additional layer of protection beyond your username and password, keeping your information safe even if your credentials are compromised.