If Multi-Factor Authentication (MFA) is enabled for your organization and you are unable to complete the verification process, try the following troubleshooting steps.
Supported MFA Methods
OWL supports the following Multi-Factor Authentication (MFA) methods:
- Security Question & Answer
- Time-Based One-Time Password
- Facial Recognition
Security Question & Answer
If you are unable to authenticate using your security question:
- Ensure you are entering the answer exactly as it was originally configured.
- Check for spelling mistakes, capitalization, spaces, or punctuation, if applicable.
- If you cannot remember the answer, contact your system administrator to reset your security questions.
MFA for Single Sign-On (SSO)
If you sign in to OWL using Single Sign-On (SSO), MFA may be managed by your organization’s identity provider rather than OWL.
- Select the SSO sign-in option on the OWL login page.
- Complete MFA using your organization’s approved method.
- Contact your IT team if you cannot complete SSO or MFA verification, need to reset an authenticator, or experience an identity-provider error.
Note: For security reasons, OWL support and system administrators will never ask for your password, security question answers, or Time-Based OTP verification codes. Never share these credentials with anyone.
Time-Based One-Time Password
If you are using an authenticator application (such as Google Authenticator or Microsoft Authenticator):
- Enter the most recent verification code before it expires.
- Wait for a new code to generate if the current one has expired.
- Ensure your mobile device's date and time are set to Automatic to keep the authenticator synchronized.
- Verify that you are using the correct authenticator account, if multiple accounts are configured.
- Restart the authenticator application, if necessary.
- If the generated codes continue to be rejected, contact your system administrator to re-register your authenticator.
Facial Recognition
If facial recognition authentication fails:
- Ensure your face is clearly visible to the camera.
- Remove sunglasses, masks, or any accessories that may obstruct facial recognition.
- Make sure you are in a well-lit environment.
- Clean your device's camera lens if the image appears blurry.
- Allow camera permissions in your browser, if prompted.
- Refresh the page and try the authentication again.
Browser or Session Issues
If authentication does not complete successfully:
- Refresh the login page and try again.
- Close the browser and start a new session.
- Clear your browser cache if the issue persists.
- Try using a supported browser or an Incognito/Private browsing window.
Supported browsers are:
- Google Chrome 90 or later
- Microsoft Edge 90 or later
- Mozilla Firefox 90 or later
- Safari 14 or later
Network Connectivity
Authentication may fail if your internet connection is unstable.
- Verify that your device is connected to the internet.
- Switch between Wi-Fi and another network if necessary.
- Retry the authentication once the connection is stable.
Lost or Replaced Authentication Device
If your registered device has been lost, replaced, or is no longer accessible:
- Contact your system administrator immediately.
- Your administrator can reset your MFA configuration and help you register a new authentication device.
When to Contact Your Administrator
Contact your system administrator if:
- You have forgotten the answer to your security question.
- Your authenticator application is generating invalid codes.
- You are unable to complete facial recognition authentication after multiple attempts.
- Your registered authentication device is lost or unavailable.
- MFA continues to fail after completing the troubleshooting steps.
- You need to reset or reconfigure your MFA settings.
Note: For security reasons, OWL support and system administrators will never ask for your password, security question answers, or Time-Based OTP verification codes. Never share these credentials with anyone.