Single Sign On FAQ

How do I change my password? 
If you want to change your password, you can change it by clicking on the "Forgot Password" link on the sign-in page. You'll be prompted to enter the email address associated with your account and receive instructions on how to change your password.

What do I do if I forgot my password? 
If you've forgotten your password, you can reset it by clicking on the "Forgot Password" link on the sign-in page. You'll be prompted to enter the email address associated with your account and receive instructions on how to set a new password.

How do I set up multi-factor authentication (MFA) for my account? 
The process for setting up MFA is done on the "Account" settings page for MFA (URL link). When enabled you'll be prompted to set up the second form of identification, with the Microsoft authenticator app. This is done by scanning a QR code with the app the next time you log in to the system.  

I want to enable multi-factor authentication (MFA) as mandatory for my organization, how do I do that? 
Each user can do it themself on this URL link. To enable MFA in a whole organization you need to contact support and they will request some mandatory information from the customer before this can be done, for example the e-mail of all users.

To make MFA mandatory for the entire organization you can also use a federated account, such as Office 365 or another service where the organization sets the security demand.

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. 

I don’t want to add an e-mail, why do I need to do that? 
A stronger cybersecurity response is needed to face the threat of the new security situation in Europe that has deteriorated lately. Kiona’s new security solutions dramatically reduce the attack surface, and having all our users' emails verified is one part of raising the level to enterprise security.

I cannot log in, I don’t have any password, can you help me? 
The flow is the same if you are a new user without any previously set password or if you simply have forgotten your password. In both cases, click the "Forgot Password" link on the sign-in page. You'll be prompted to enter the email address associated with your account and receive instructions on how to set up a new password.

I got a welcome e-mail, but I don’t have any password, can you help me? 
See the question above.

I end up at an access-denied page when I try to access product X, why? 
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.

I want to update my user details, where do I do that? 
You can update your user details by visiting My account. Look for the "Change profile” section where you can make changes. If you need additional assistance, contact Kiona support. 

Can I still log in with a username or do I need to use email? 
Starting from March 15th, the login policy has been updated. Only users who have created their accounts before March 15th, 2023 in IWMAC and have a username set up will be able to log in using their username. All other users will be required to use their email addresses to log in. 

I cannot use the Microsoft Authenticator app suggested for MFA. What options do I have? 
I'm sorry Microsoft Authenticator is the only MFA method used in Kiona Identity but If you are in an organization with a federated account, ex, Office 365, you can use, email, text message, or the MS Authenticator app for login.

I have a new e-mail; can I change the e-mail for my account?  
I'm sorry, but 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.

I already have a username and password, (why) do I need to add an e-mail? 
Starting from March 15th, 2023, the login policy has been updated for increased security. From that date, all users without e-mail need to add an e-mail to be able to log in.