Troubleshooting - New login IWMAC

FAQ

Existing IWMAC Users	IWMAC users that existed before March 15th 2023, can use both  username and email to login.
New Kiona Users	All new users will be required to use their email addresses to log in.

Problems and solutions

User Name Error
	User Name Error If an IWMAC user for some reason is not able to log in on the first attempt to Kiona Identity using their existing username    Kiona support will need to reset their password You cannot use the “Forgot password” Before Registered and verified an email address.
Wrong Password
	Wrong Password You can find your old password IWMAC sendt to your Mobile on a SMS info from the Mobile number: [phone] Kiona support can reset your password New Password will come on SMS  Customer Support Submit a request Phone: [phone] You cannot use the “Forgot password” Before Registered and verified an email address.
Forgot password Not working
	IWMAC user cannot use the “Forgot Password” First time you will not be able to verify your e-mail
Access-Denied
	This is because you do not have enough permissions set up to access that specific product. The reason for this can be either that you have not yet received the permissions from the administrator Or that you have not subscribed to the product you are trying to access. Contact Kiona support for assistance. Customer Support Submit a request Phone: [phone]
Change the e-mail
Can I change the e-mail for my account?	it is not possible to change the email associated with an existing account. In order to use a new email address, you will need to create a new account using the new email. However, you are able to update your account information, such as your name or contact information, through the account settings or profile page.
Lost access Multi-Factor Authentication
I lost the phone that I used for MFA verification. Can you help me?	If you lose your phone or security token, you need to contact Kiona support for assistance. They will be able to help you recover access to the account. Note that this only applies to Kiona Identity accounts, if you use a federated account like Microsoft office 365 or other you need to contact your own system admin.