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I can't log in

If you agree with the statement below, click on the expandable block to find a solution to your issue. If you need further assistance, please contact Partner Support or reach out to our Support Team here:Ā support@antid.swissĀ 

Application log-in problems

I am not sure if the application is working right now.

Ask your colleagues if they can access the application. If they can, try to find a different solution in the following statements.

I'm quite sure I'm providing the right credentials, but I can't log in.

Your credentials might be expired, or a password change might be required. - More information about password change.

Have you logged into this application before? If not, you might not have access. Please consult your administrator about obtaining the necessary access.

When logging from the internet, it is required to use the Second Factor Authentication, in addition to your password.

Even though I'm in the company network.

Are you on the correct network that allows the connection to the application? Sometimes there is more than one network with different settings. For example, you might be allowed to log into the application via cable (LAN), but not over Wi-Fi or a Guest network.Ā 

I'm on the internet and using the Authentication app.

Do you have a good signal/reception? Aren't you limited by your network proxy or private VPN?

Are you sure you are allowed to access this app through the Internet? Some Applications might require you to use a VPN. - Discuss with your administrator.

Two-factor authentication (2FA) related problems:Ā 

  • Are you receiving the OTP on your device? (If you can log in to the Selfservice application you can test the OTP token)
  • Are you receiving SMS/Email? Are you receiving it on time? - Troubleshoot here
I'm not quite sure what my credentials are.

Did you login to any application before?Ā 

Did you use the same credentials you used to log in to other applications?

  • yes -> Your credentials might be expired, or a password change might be required. - More information about password change.
  • no -> Try to use them instead
I never logged in before, but I'm sure my credentials are right.

Are you sure that you are enrolled? Have you enrolled before?

  • no -> not go enrollment
  • yes -> are you sure you have access to that application? You can ask the administrator.Ā 

Your credentials might be expired, or a password change might be required. - More information about password change.

I never logged in before and I'm not sure what to do.

You should proceed to the Enrollment process, and then try to log in again.

I recently logged in with the same credentials, but it does not work now.

Your credentials might be expired, or a password change might be required. - More information about password change.

I haven't logged in for a while, but I'm sure, my credentials are correct.

Your credentials might be expired, or a password change might be required. - More information about password change.

Sometimes after a long inactivity, companies clean permissions to use certain applications. Ask the administrator to check your permissions.

I don't have access to my Authentication App.

Did you lose your device? - Troubleshoot as follows Lost device with tokens.

Did you forget it at home? - You can use emergency access to give you access for the day. (go to the helpdesk, or if you providedĀ magic questions during the enrollment you can do emergency access)

VPN problems

I can't log in to the VPN and I don't know what to do.

Try to log in to selfservice with Second-factor Authentication (2FA) - it will show you if you are using the correct credentials:

  • if you can't log in, you can do a credentials reset (go to the helpdesk, or if you providedĀ magic questions during the enrollment you can do emergency access) - look for the Application log-in problems
  • if you can there might be a technical problem with the VPN - contact supportĀ  (this step also checks your internet connection)Ā 

Sometimes you need to put your domain after your username to log in (this is company-specific). For example, if your username is xyzabc then your VPN login name isĀ xyzabc@ad.company.com.

I can log into an app that does not require VPN

There is a VPN issue (either client or VPN gateway problem - go to help desk)

I have inserted the right credentials and domain name, and my internet is working correctly, but I can't log in.

It's probably down.

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