IDentifyIDentify
Support

Help with IDentify Authenticator

Approve sign-ins with a tap and Face ID or your fingerprint, or type a code when you have no signal.

Your organisation first

For sign-in problems, a new or lost phone or a locked account, contact your organisation's IT support. Only they can remove a phone or set up a new one.

The app itself

For a problem with the app, write to us. In the app, Settings → Support → E-mail IDentify adds the app's version for you (never your account details).

E-mail support

Getting started

  1. Install IDentify Authenticator from the App Store or Google Play.
  2. Sign in to one of your organisation's applications as usual. After your password, a setup code (QR) is shown.
  3. In the app, tap + and scan the code, or on the phone itself tap Open in IDentify Authenticator.
  4. Confirm with Face ID, your fingerprint or your passcode. The phone is ready.

Common questions

How does approving work?

When you sign in, the page shows a number and your phone shows three. Tap the number shown on the sign-in page and confirm with Face ID or your fingerprint. Choosing another number, or No, this wasn't me, refuses the sign-in.

No notification arrives

Open the app: it checks for waiting requests every few seconds while it's open. Make sure notifications are allowed for IDentify in your phone's settings and not hidden by Focus or Do Not Disturb.

I have no signal

On the sign-in page, choose Try another way → Authenticator code and type the 6-digit code shown under your account in the app. Codes work without any connection.

The code isn't accepted

Codes depend on the time. Make sure your phone sets its date and time automatically, wait for the next code and try again.

I didn't start this sign-in

Tap No, this wasn't me. The sign-in is refused and your organisation is told that someone knows your password. Change your password as soon as you can.

I have a new phone

Ask your IT support to remove the old phone; you'll be asked to scan a new setup code at your next sign-in. If you made a backup (Settings → Back up codes), restore it on the new phone to keep your offline codes working in the meantime.

I lost my phone

Tell your IT support straight away so they remove it. Nobody can approve a sign-in with it without unlocking it with Face ID, a fingerprint or its passcode, but removing it is safest.

Can I back up the app?

Yes, your offline codes: Settings → Back up codes makes a file encrypted with a passphrase only you know, saved where you choose (iCloud Drive, Google Drive, Files). The keys that approve sign-ins never leave the phone, so a new phone is always set up again for approvals.

Which phones are supported?

iPhone with iOS 15 or later, and Android 11 or later. The phone needs a screen lock (passcode or PIN), and Face ID or a fingerprint is recommended.

For IT administrators

Turn IDentify Authenticator on under Authentication → Two-step sign-in in the IDentify admin portal, and also allow Authenticator app so offline codes are accepted. Each person's phones are listed under Users → Phones, where a lost phone is removed. Refusals ("No, this wasn't me") appear in sign-in events and can be e-mailed to your security team.