TROUBLESHOOTING
Can't sign in — how to fix it
Most sign-in problems come down to the password, MFA or account permissions. This article lists the steps to check yourself before you need support.
Password & MFA
- Use 'Forgot password' on the Apus ID sign-in page to reset it.
- If you changed phones, use the MFA recovery codes you saved.
- Check your device clock is correct — a wrong time makes MFA codes fail.
Account & permissions
If you can sign in but don't see a module you expected, your role may not have been granted that permission. Contact your organization's administrator to review your role.
When to contact support
If your account is locked after too many failed attempts, or you've lost both your MFA device and your recovery codes, ask your administrator to reset it — or contact the Apus support team if you are the administrator.
TIP
Save your MFA recovery codes somewhere safe as soon as you enable it — it's the fastest way to get back in yourself when you change phones.
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