Last updated on May 16, 2024
FAQ
I have not received a push notification on my phone
Usually problems with push notifications have to do with connection issues. Make sure your phone has an active Internet connection. Sometimes phones have a hard time with push notifications. Turning your Wi-Fi connection off and turning it back on fixes the issue in most cases. If problems persist, refer to the following guide:
How To Solve Push Notification Issues on Rublon Authenticator
I have a new phone
Inform your administrator about the fact. Install Rublon Authenticator on your new phone. You might want to ask your administrator to remove your old phone in the Rublon Admin Console if you do not plan to use the old phone again.
I lost my phone or another authentication device
If you lost your phone or another authentication device like a FIDO security key, immediately contact your administrator. A lost or stolen phone significantly increases the risk of unauthorized access.
If you haven’t lost your phone, make sure you always know the location of your mobile device and that you never let unauthorized parties use your phone without your supervision.
If you lost your device and cannot log in to your application, contact your administrator / help desk and ask them to generate a Bypass Code for you.
After you receive your Bypass Code, you can use the Bypass Code to log in to your application.
I changed my phone number
Changing your phone number has no effect on Rublon Authenticator as such. If you use SMS Passcode or SMS Link as one of your authentication methods, inform your administrator and send them your new phone number. If you never use SMS-based authentication methods, all other authentication methods should work as before.
You can also add your phone number yourself.
If you also changed your phone, refer to I have a new phone.
How do you enable 2FA?
Contact your administrator if you would like to introduce Rublon 2FA to the login process of your favorite application.
What if I do not recognize the location shown on a push notification?
If you don’t recognize the geographical location, or any other piece of information shown by a push notification, do not tap APPROVE as it might be a fraudulent login attempt performed by a malicious attacker who wants to gain access to your account. If you have not initiated Rublon 2FA but still received a push notification, contact your administrator and provide them with information about when the suspicious behavior took place.
I have a question not listed here
If you would like to learn more about Multi-Factor Authentication, security threats and how to fight them, refer to the Frequently Asked Questions on the importance of MFA.
Contact your administrator if you encounter an issue that is not listed here.
