Troubleshooting

If you do not have your mobile device or your mobile device is turned off

If you have lost your device, you can finish authentication using the recovery code provided when you first signed up:

Enter your email and password to log in, and click the Use the recovery code link.

Enter your recovery code.

You will then be given a new recovery code, please keep this in a safe place to use next time.

If you do not have access to your mobile device and have lost your recovery code

If you no longer have your recovery code, you will not be able to log in. Please email our support team via support@logicly.com.au for help accessing your account.

If your transaction expires

When logging in via MFA, there is a five-minute maximum between providing your email address/password and accepting the authentication request on your mobile device.

If more than five minutes have elapsed, you will need to log in again and approve a new authentication request.

Setting up Authentication app on a replacement mobile device

If you still have access to your old device, please open the Guardian app and delete your existing Logicly account.

Then follow the steps for setting up your preferred Authentication app on your replacement device; Setting up Auth0 Guardian , Setting up Microsoft Authenticator.

If you no longer have access to your old device, please email our support team via support@logicly.com.au and ask for your MFA to be reset. You will then be able to follow the steps for setting up an Authentication app on your replacement device.

Rejected codes

If the 6-digit code in the Authentication app is being rejected for sign in (often with the message ‘Incorrect Code’), first check that you are selecting the right application from the list in your authenticator app. If you’ve verified that you’re selecting the correct application, make sure that your mobile device’s clock settings are correct. One-time passwords are time based, so your device’s time must be correct for your code to work.

Checking your clock settings

  • Android Devices - Go to Settings > Date & Time. Make sure that the box next to Automatic is checked.

  • iOS Devices - Go to Settings > General > Date & Time. Enable Set Automatically. If this setting is already enabled but the time is incorrect try disabling it for a moment, then re-enabling it.

Allow list

If your IT department maintains an allow list of domains they should be aware that the following domains must be allowed in addition to any application specific domains and paths.

  • auth.logicly.com.au

  • login.logicly.com.au

  • login-staging.logicly.com.au

  • cdn.auth0.com

  • www.logicly.com.au