Authentication errors

The following are the error messages that can be viewed by first time or repeat login users

User enters incorrect email/password combination

Message displayed: ‘We do not recognise your email or password.’

Login with an expired temporary password

Message displayed:‘Your temporary password has expired, please contact IT support.’

Login with an account that has not yet been authorised

Message displayed: ‘Your account has not been authorised yet. Check your email for details or contact IT support.’

Entered an unrecognised email address on the forgot password screen

Message displayed: We do not recognise your email or password.’

Entered a password that does not match on the password creation/reset screens

Message displayed: ‘Your passwords do not match, please try again.’

Entered a password that does not meet the criteria on the password creation/reset screens

Message displayed: ‘Your password does not meet the criteria, please try again.’

Entered an invalid mobile number on the mobile number screen

Message displayed: ‘You have entered an invalid phone number, please try again.’

Entered an incorrect 6-digit password reset code when following the forgot password flow

Message displayed: ‘Your password reset code does not work, check it’s correct and try again.’

Entered incorrect 6-digit password reset code 6 times when following forgot password flow

Message displayed: ‘You entered an password reset code 6 times. Retry is 30 minutes.’

 
MFA errors:

Entered an incorrect authentication code on the MFA screen

Message displayed: ‘Your authentication code does not work, check it’s correct and try again.’

Entered an incorrect 6-digit authentication code 6 times for MFA

Message displayed: ‘You entered an incorrect authentication code 6 times. Retry in 30 minutes.’

Code reset has expired

Message displayed: ‘Your authentication code has expired, you will need to start again or contact IT support.’