Optro Login Help Resources
Please review these common troubleshooting steps for a solution.
Username and Password Help
Note: If your organization is configured for Single Sign On (SSO), please see the below SSO Help instructions.
If you are unable to log into the Optro platform, confirm that your username and password are correct.
If you have never logged in before and your Welcome Email has expired, follow the instructions below to reset/set up your password.
- To reset your password, select "I forgot my password" from the login screen.
The system will automatically send an email to the address associated with your account. Follow the instructions in the email to reset your existing password or set up a password for the first time. - If you do not receive an email, please check your spam/junk folders. Ensure that your email address matches the address associated with your user account (your Optro System Administrators can check this for you).
Additionally, your System Administrators can resend your Welcome Email if that is preferred.
Single Sign On (SSO) Help
Please note that if your user account is configured for Single Sign On (SSO) there is no requirement for a username and password. Simply click on "Single Sign On" from the login screen.
If you hare having difficulty logging in via Single Sign On, please ensure the following:
- You are successfully logged in to your Single Sign On provider.
- If you are prompted by your SSO provider to enter a password when attempting to log in via SSO, please use the credentials you use for that application.
- If you are unsure how to log in into your SSO account, we recommend that you reach out to your IT team for assistance. In some instances you may need to be granted SSO access to Optro by your IT team.
- The email address associated with your user account in Optro must match the email address associated with your account in your SSO provider.
If the above steps do not resolve your difficulty logging in via Single Sign On, please contact your Optro System Administrator. If your System Admin cannot resolve the issue, please reach out to Optro by emailing support@optro.ai.
How to use MFA as a user
Users enroll in an MFA method during their first login after a Platform Administrator enables the feature for them.
Enrollment (initial login)
The enrollment process begins when a user logs in for the first time after MFA is enabled.
- Enter your valid email and password combination.
- If your Administrator has enabled both TOTP and SMS, you are prompted to select your preferred method. If only one method is enabled, you are taken directly to the verification screen for that method.
- For TOTP Enrollment:
- Select TOTP.
- Download an authenticator app (for example, Google, Microsoft, Authy).
- Add your Optro registered email account to the app.
- Scan the QR code (or enter the alphanumeric code) displayed on the screen.
- Enter the generated 6-digit token to verify.
- For SMS Enrollment:
- Select SMS.
- A secure token is sent via SMS to the cell phone number listed in your Optro profile.
- Enter the code to verify.
- If your phone number is missing, you are prompted to contact your Administrator.
Subsequent logins (authentication)
After enrollment, you are required to enter a second factor during every login.
- Enter your valid email and password combination.
- You are prompted to enter the second factor:
- If TOTP is selected: Enter the current 6-digit secure code/token displayed in your enrolled Authenticator app.
- If SMS is selected: Enter the new secure token sent via SMS.
Troubleshooting
If you’re experiencing issues with MFA, try these solutions.
- Login failed: “No user found for that email and password combination"
- Verify that the user is attempting to log in with the same email address that’s associated with their Optro user account.
- Users are repeatedly being asked to reset their passwords.
- Have users refresh their browser tab first. If the problem persists, clear all browser cookies and cache and refresh the page again before retrying.
- A user enrolled in MFA using the SMS method is not receiving their secure code.
- To resolve this, check the user’s Optro account details and verify that the cellphone number is valid and correct and check that the user’s country code is correct or otherwise consistent (for example, it has the same country code of another user who is from the same country and is successfully using MFA).
- A user wants to enroll their authenticator app for TOTP as the MFA method, but the QR code cannot be scanned
- To resolve this, make sure the user copies the code appearing below the QR and enters it in the authenticator app after tapping on the add account (+) button. Note that the QR is refreshed every 10 seconds.
- A user enrolled their authenticator and later the token that the app displays is not accepted (invalid token)
- To resolve this, wait for a refreshed token in the app and try again. Note that repeated login failures may cause the account to become blocked temporarily. If this happens, wait ten minutes before trying again.
- A user who originally used the Authy app to enroll in the now-deprecated MFA implementation are not able to enter the secure token as usual
- Note: Existing Authy app users are not automatically migrated. They need to re-register.
- To resolve this, make sure the user selects TOTP as their MFA method (if more than one method is allowed) and re-register for TOTP by scanning a QR code to add their account to Optro’s latest MFA. They can choose to continue enrolling with Authy or use other authenticator apps
- A user selected TOTP as their MFA method but cannot download or use any authenticator app in their region
- Ask your Platform Administrator to reset the user’s MFA method and select SMS.
Note: Users that need to change their enrolled authenticator app can also request that your Administrator reset their MFA enrollment process. Platform Administrators can reset MFA for multiple users in a bulk action by navigating to the Users list view, selecting their check boxes, and clicking Manage MFA.