Access & Authentication
I forgot my password. How do I reset it?
To reset your password:
- Open the IoT.live Portal login page
- Select Forgot password
- Enter your email address or username
- Follow the instructions sent to your email
Check your spam or junk folder if the reset email does not arrive within a few minutes.
Why am I not receiving the verification email?
Possible causes include:
- Spam or junk mail filtering
- Incorrect email address
- Delayed mail delivery
- Organisation email security filtering
If the email still does not arrive:
- Contact your organisation administrator
- Request a new verification or password reset email
Why is my account locked?
Accounts may become temporarily locked due to:
- Multiple failed password attempts
- Repeated invalid MFA submissions
- Security enforcement policies
Repeated failed MFA attempts may trigger additional account protection measures.
If your account remains locked, contact your administrator or support team.
What MFA methods are supported?
The IoT.live Portal currently supports:
- Email verification codes
- Authenticator apps
Supported authenticator apps include:
- Google Authenticator
- Microsoft Authenticator
- Twilio Authy
Can I use email verification instead of an authenticator app?
Yes. Depending on your organisation’s security policy, email-based MFA may be available.
If MFA is enforced at organisation level:
- MFA cannot be disabled
- Available authentication methods may be restricted by administrators
I lost access to my authenticator app. What should I do?
If you cannot access your authenticator app:
- Use email verification if available
- Contact your administrator for assistance
- Request MFA reset support if required
[IMAGE PLACEHOLDER: MFA fallback to email verification]
Why can’t I access certain modules or features?
Available applications and functionality depend on:
- Your assigned role
- Organisation permissions
- Provider integrations
- Account subscriptions
Examples include:
- Billing access
- Batch Operations
- eSIM workflows
- Administrative controls
If you believe access is missing, contact your organisation administrator.
Why do I see different data after switching accounts?
When switching accounts:
- Portal context changes
- Device visibility updates
- Available applications may differ
- Permissions may change
This behaviour is expected within multi-account or reseller environments.
Can I stay signed in on multiple devices?
Yes. However:
- Administrators may enforce session controls
- Security policies may limit concurrent access
- Global logout can terminate active sessions
What does “Log out from all devices” do?
This option:
- Terminates all active sessions
- Signs you out from other browsers and devices
- Keeps the current session active
This is useful if:
- A device was lost
- You suspect unauthorised access
- Shared devices were used previously
Why does the portal ask for CAPTCHA verification?
CAPTCHA challenges may appear after:
- Repeated failed login attempts
- Suspicious authentication behaviour
- Security enforcement triggers
This helps protect accounts against automated login attacks.
How long do sign-up invitations remain valid?
Invitation tokens typically:
- Expire automatically after 2 weeks
- Can only be used once
- Become invalid after successful account creation
If a token expires, request a new invitation from your administrator.