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Login troubleshooting

I lost my phone (and my authenticator app with it)​

You have a few options, in order of preference:

  1. Use a recovery code. When you enrolled your authenticator app, the portal showed you a list of recovery codes. Each code works once. On the verification screen, look for "Use a recovery code" and enter one of your saved codes.

  2. Use a Passkey. If you have a Passkey enrolled on another device (or synced via iCloud Keychain / Google Password Manager), use it to sign in from that device.

  3. Contact your admin. If neither of the above works, ask your workspace admin to reset your account. They can revoke your old access and send a fresh invitation link.

Once you're back in, go to Security and enrol a new authenticator app straight away.

I lost my recovery codes​

Recovery codes are shown once and can't be displayed again. If you've lost them:

  • If you still have access to your authenticator app, you don't need recovery codes right now — but you should enrol a second method as a backup.
  • To generate a new set of recovery codes, remove and re-enrol your authenticator app from the Security page. You'll receive a fresh set during the new enrolment.
  • If you're already locked out, use a Passkey on another synced device to sign in, then re-enrol.
tip

Store recovery codes in a password manager or in a physically secure place (like a printed note in a locked drawer). Cloud documents work too — as long as you control access.

My Passkey doesn't work on a new device​

Passkeys are bound to the device they were registered on (unless your OS syncs them — iCloud Keychain on Apple devices and Google Password Manager on Android sync Passkeys automatically).

If you're on a device where your Passkey isn't available:

  1. Sign in using your authenticator app code or a Passkey synced to another device.
  2. Go to Security → Add Passkey and register a Passkey on the new device.
  3. Optionally remove the old device's Passkey once you no longer need it.

My 6-digit TOTP code is rejected​

The most common cause is your phone's clock being slightly out of sync. TOTP codes are calculated from the current time — even a 1-2 minute drift causes rejections.

Fix on iPhone: Settings → General → Date & Time → enable Set Automatically.
Fix on Android: Settings → General Management → Date and time → enable Automatic date and time.

If the time is correct, try entering the next code (wait for the 30-second refresh) rather than retrying the same one.

Invitation links are single-use and expire after 24 hours. They are used only when you first claim your account — not for logging in.

  • If the link expired: ask your admin to resend the invitation.
  • If the link shows an error even though it's fresh: you may have opened it in a different browser than the one you first clicked from. Try copying the link and pasting it directly into your usual browser.
  • If your admin sends a new link, the old one is automatically invalidated — always use the most recent email.

I'm not receiving the invitation email​

Invitation emails come from noreply@eigenoid.com. Check your spam or junk folder. If you use a corporate email account, your IT team may have filtering rules that block this address — ask them to add it to the allow list.

I'm completely locked out​

If you can't sign in at all and none of the above steps apply, contact your workspace admin. They can:

  • Reset your authentication methods and send a new invitation link.
  • Verify that your email address is correct in the system.
  • Restore your access from the admin panel.

There is no public self-service account recovery — an admin must intervene.

Frequently asked questions​

Does Eigenoid use passwords?​

No. Eigenoid is passwordless. You join via an invitation link (one-time, used only to claim your account) and then log in using the authentication methods you enrolled — a TOTP authenticator app, a Passkey, or both. No email is sent when you log in after your account is set up.

Is my fingerprint or face data sent to Eigenoid?​

No. When you use a Passkey with your fingerprint or face, your biometric data never leaves your device. The WebAuthn standard is designed so that only a cryptographic proof is sent — your physical characteristics are processed entirely on your device or security key.

Can I use the same Passkey on multiple websites?​

Yes — but each website has its own separate Passkey. A Passkey you create for Eigenoid only works on Eigenoid. This is intentional: it prevents any one service from tracking your logins elsewhere.

What if I get a new phone?​

If you use an iPhone with iCloud Keychain, or Android with Google Password Manager, your Passkeys may sync to your new device automatically. Otherwise, use your authenticator app to sign in on the new phone, then add a new Passkey for it from the Security page.