Login

The login page is where you sign in to your go flow dashboard. Every sign-in needs three things: your email address, your password and a six-digit code from an authenticator app on your phone (two-factor, or multifactor, authentication).

You need an active user in at least one organisation. A new colleague gets one by accepting an invitation and setting a password, see Accept an invitation.

Entering your credentials

1. Under the heading Please enter your credentials, enter the Email and Password of your go flow user. The eye icon in the password field shows or hides what you typed. Spaces cannot be typed in either field.
2. Click Continue. It becomes available once the email address is valid and the password has at least eight characters.
3. A Caution notice reminds you that, by logging in, go flow stores sensitive data in this device's browser cache. Confirm with the green check mark (Continue) to go on. The close icon (or Esc) cancels and empties the form. On a computer that others use, sign out when you finish (see Signing out).

If the email and password do not match an active user, the message "Please check your credentials!" appears under the password field. The same message appears while your user is locked (see Lockout) and when you no longer have active access to any organisation, for example because a colleague suspended or removed your user. If your user is suspended in one group but active in another, you can still sign in; go flow then offers only the groups where your user is active.

Multifactor authentication

After the password, the Multifactor authentication step asks for the code: "Please enter authenticator app code." Open your authenticator app, find the entry named go flow with your email address, and type the six-digit code it shows. There is no button: the code is checked as soon as the sixth digit is in.

• A wrong code turns the six boxes red; no message text appears. Wait for the app to show the next code and type it again.
• If every code is refused, check that your phone sets its date and time automatically. go flow accepts a code for about a minute either side of the current time.
• If you no longer have the app or the phone, reset the second factor, see Cannot access your authenticator app.

First-time setup

The first time you sign in, and after your second factor was reset, you set up the authenticator app instead:

1. go flow may first confirm your mobile number. The step then reads "We have sent you an SMS with a code, please enter it below." Type the six-digit code from the SMS (it reads "Your go flow verification code: ..."). After five wrong codes you are returned to the credentials step.
2. The Set multifactor authentication step shows a QR code: "Mandatory multifactor authentication has not been set for your account." Scan it with the authenticator app of your choice. If you cannot scan, type the key shown next to the QR code into the app instead; the icon beside the key copies it ("Copied!").
3. Under "Once registered in the app, please enter the 6-digit code below:", type the code the app now shows in the 6-digit code boxes. The setup and the sign-in complete together.

If you leave before the last step, nothing is saved and the setup starts again at your next sign-in.

When the SMS code does not arrive

The SMS goes to the mobile number saved with your go flow user. If it has not arrived after a few minutes, reload the page and sign in again: each new sign-in sends a new code and the earlier one stops working. If the number saved with your user is wrong, a colleague cannot correct it once you have accepted your invitation; contact go flow support.

Selecting a group

If your user is active in more than one group, the Please select group step follows: choose the group in the Group field and click Continue. With one group this step is skipped. A group in which your user is suspended, removed or still invited is not offered. The group applies for the rest of the session; sign out and in again to work in a different group.

After you sign in

go flow emails you a New login detected notice after every sign-in, with the time, the IP address and, where it can be found, the approximate location. If the sign-in was not you, change your password under Account > Settings, tab Credentials (see Settings), and sign out on all devices.

You stay signed in on that device until you sign out, for up to 30 days; using go flow extends the period.

Signing out

Choose Account > Logout. The Logout dialog offers This device or All devices; confirm with Continue. All devices ends every session of your user, on every computer and phone.

Lockout

Wrong passwords and wrong codes count as failed attempts. More than ten failed attempts in a row lock your user for 30 minutes; a successful password entry starts the count again. While locked:

• the credentials step answers "Please check your credentials!" even for the correct password, and a code step that is still open rejects every code, even a correct one (the boxes turn red);
• every open session of your user ends, on every device.

Wait 30 minutes, reload the page and sign in again. The count is not reset when the lock ends: one more wrong password locks your user for another 30 minutes; only a correct password clears it. The failed attempts and the lockout are recorded in your own My activity, and in your tenant's audit log when your user belongs to a single group.

Trouble logging in?

Click Trouble logging in? on the credentials step, choose the option that applies and click Continue (Back to login returns to the credentials step):

• I have forgotten my password
• I cannot access my Auth App

Forgotten password

1. The Password reset step asks for your Email. Where go flow verifies password resets by SMS, it also asks for your mobile number and reads "Please enter your email and mobile number and we will email you a reset password link."; pick the country code, then type the number as it is saved with your go flow user. Otherwise it reads "Please enter your email and we will email you a reset password link."
2. Click Continue, available once the fields are filled in. The step confirms "An email with the reset password link has been sent to you!"
3. Open the email (subject "go flow - password reset") and click Reset Password. The link works for 60 minutes. Continue on Set or reset your password; with SMS verification you first enter the code go flow sends to your mobile.

The confirmation looks the same whether or not an email was sent. go flow sends the link only when the email address belongs to an active user and, with SMS verification, the mobile number matches, digit for digit, the one saved with that user. A user with no mobile number saved gets the link by email alone, without an SMS code. If no email arrives within a few minutes, check your spam folder, then request the link again; if you are unsure how the number was saved, try it with and without the leading 0. A new request cancels the earlier link, and so does signing in successfully.

Cannot access your authenticator app

1. The Reset Multi-factor Authentication step reads "Enter your email and password. If they match an account, we will send you an email with a link to reset your Multi-Factor Authentication." Enter your Email and Password and click Continue.
2. The step confirms "If the details match an account, an email with a link to reset your Multi-Factor Authentication has been sent to you. Please check your inbox."
3. Open the email (subject "go flow - reset multi-factor authentication") and click Reset MFA within 60 minutes. See Reset two-factor authentication for what happens next.

No email is sent when the email and password do not match an active user, although the confirmation looks the same. If you have also forgotten your password, reset the password first.

Troubleshooting

• Check the spelling of your email address; passwords are case-sensitive.
• "Please check your credentials!" with the correct password: wait out a possible lockout, or ask a colleague who manages users whether your user is still active and not suspended (see Users).
• A group you expect is not offered: your user is not active there, for example because it was suspended. Ask a colleague who manages users in that group.
• Nothing happens after you click Continue, or an Application error step appears ("We are experiencing an application error, go flow personnel are addressing the issue."): the request did not go through. Reload the page and try again in a few minutes. During a code step, a request that does not go through looks like a wrong code.