Troubleshooting Understanding One Time Password (OTP) Configuration

Issue:

Users may have questions regarding One Time Password (OTP) configuration related to:

• Security settings for passwords
• Not receiving OTP email
• OTP code not working
• Unable to scan QR code

Solution:

1. Login

• At the login screen, enter your username and password.
• Click on Sign In.

2. Set up One Time Password (OTP)

After signing in, you will be prompted to set up a One Time Password (OTP).

This requires an authentication app, such as:

• Google Authenticator
• Duo Mobile
• LastPass Authenticator

Install the chosen app on your mobile device.

3. Use the authentication app

• Open the authentication app.
• Use the app’s scan or "+" button to scan the QR code displayed on the AlayaCare login screen.

4. Not receiving OTP email

• Check Spam folder as sometimes, the OTP email may end up in your spam or junk folder.
• Check email address to ensure that the email address associated with your AlayaCare account is correct.
• Click on Resend code to receive a new OTP

5. OTP code not working

• OTP codes are time-sensitive. Ensure you enter the code promptly.
• If the code has expired, click on Resend code to receive a new one.
• Ensure your device's time is correctly synced, especially when using an authenticator app.

6. Unable to scan QR code

If you are unable to scan the QR code, most authenticator apps allow you to enter a code manually. Click on Unable to scan? on the AlayaCare login screen to get the manual code.

7. Further assistance

For additional information about One Time Passwords, refer to the following article: Multi-factor authentication for the web app.