FAQ

Short answers to the most common questions, with links to the full instructions.

Look up the question below. Each answer states the conclusion; open the link for the steps.

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Account and OTP

Can I register my own account? No. Your administrator creates your account; there is no way to sign up yourself.
What do I need for my first sign-in? The login name and latest OTP issued by your administrator. See Your first sign-in.
Where do I get an OTP? Contact SSOSupport Bot and use only the latest OTP issued. See One-time password.
What if the OTP is invalid or expired? Stop retrying the old OTP and ask SSOSupport Bot for a new one.
A “Login with password” button is shown — what does it do? It opens One-Time Password, where you enter the administrator-issued OTP. See Passkey.

Can I choose Passkey or another method on my first sign-in? No. The first sign-in uses only OTP; set up a Passkey after verification.
How can I avoid requesting an OTP for every sign-in? Set up a Passkey immediately after the first sign-in. While that device remains available, verification can use a fingerprint, face, or screen lock. See Passkey.
After the first sign-in, “Try another way” shows only two options. Is that expected? Yes. The page lists only the methods currently available. That depends on the account, the device, and the app being opened. See Verification methods.
Are “Login Passwordless” and Passkey different features? No. They are the same capability, shown at different points in sign-in. See Passkey.
My phone is not with me — can I still sign in? Yes. Ask SSOSupport Bot for a new OTP. See One-time password.
Can I skip face recognition or use another method? Not after the page appears. Your organization, the app, or a rule set for your account may require it. See Face recognition.

I am not signing in, but I received a code. Someone is trying to use your account. Do not give the code to anyone, and contact SSOSupport Bot. See Security tips.
A “Confirm this sign-in?” prompt appeared, but I did not start a sign-in. Select Decline, then contact SSOSupport Bot. See Security tips.
Someone offered to fix my problem and asked for the code. Do not send it. No staff member will ever ask for a code.

I have a new phone. Before replacing the old device, contact SSOSupport Bot to confirm how to handle the old Passkey and sign in on the new device. See Security tips.
I lost my phone. Ask SSOSupport Bot to remove the old Passkey and issue an OTP for account recovery.
I want to sign in as a different account. Pick it from the account list, or sign out and enter the other login name. See Switch accounts and sign out.
What should I do after using a public computer? Sign out and close every browser window, and never register a Passkey on such a device.

Sign-in succeeded, but an app will not open. Verification has already succeeded. This is an application permission. Request access as the page instructs. See Contact support.
The page keeps returning to sign-in. Close the extra sign-in tabs and keep one. See Troubleshooting.
I started sign-in in the app, but the browser never came back. Wait a few seconds, then check whether it opened in a new tab. See Sign in from an app.
The Success page does not continue. Select Next to go back manually, then close the window.
A page asked me to approve access during sign-in. It may be Confirm this sign-in? or User Consent. Check the app before allowing it. See Sign in from an app.