Troubleshoot & Get Support

Troubleshoot

I Didn’t Receive an Activation Email

If you are a new user or have recently been migrated to Okta and did not receive your activation email:

1. Check your Junk or Spam folder.
2. Search for messages from [email protected].
3. Confirm that your email address is correct.
4. Contact R&T Client Services if you still cannot locate the email.

Activation links expire after 7 days and require a new activation email to be sent.

I Didn’t Receive a Verification Code

If you are using email verification and did not receive a code:

1. Check your Junk or Spam folder.
2. Verify that you can receive emails from R&T.
3. Confirm that your email address is correct.
4. Request a new code.
5. If available, select Verify with something else and choose another authentication method.

If the issue persists, contact R&T Client Services for assistance.

My Verification Code Doesn’t Work

If Okta reports that your code is invalid:

1. Confirm that you are entering the code for the authentication method currently selected.
2. If you have multiple authentication methods, verify that you are using the correct code for the method being requested.
3. Request a new code or generate a new code from your authenticator app.
4. Try signing in again.

Helpful Tip

You can also select Verify with something else and choose a different authentication method if one is available.

My Account is Locked Out

Your account may become locked after multiple failed sign-in attempts, incorrect passwords, or invalid verification codes.

To unlock your account, see Unlock Account.

If you are unable to unlock your account, contact R&T Client Services

I Got a New Device

If you replaced or lost the device used for authentication, see Replace a Device or Method for instructions.

If you cannot sign in because your only authentication method was tied to the old device, contact R&T Client Services for assistance.

I Need to Use Different Verification Method

If your preferred authentication method is unavailable, you may be able to sign in using another verification method associated with your account.

For instructions, see Use a Different Method During Sign-In.

I Still Can't Sign In

If you continue to experience issues after following the steps in this guide:

• Contact R&T Client Services.
• Provide details about the issue, including any error messages received.
• Note the authentication method you are attempting to use.

Helpful Tip

Providing screenshots of any error messages may help expedite troubleshooting and resolution.

Get Support

If you are unable to resolve an issue using the instructions in this guide, contact R&T Client Services. When contacting R&T Client Services, be prepared to provide:

• Your username or email address
• The application you are trying to access
• The authentication method you are using
• Any error messages you receive
• Screenshots of the issue, if available

Support may be required for:

• Missing or expired activation emails
• Password resets that cannot be completed through self-service
• Lost access to all authentication methods
• Account access issues that cannot be resolved using the steps in this guide

If your organization has designated support contacts or escalation procedures, follow those instructions when requesting assistance.