FAQs for your account TOTP set up.

Objective: This article aims to answer commonly asked questions about the TOTP set up. If you have any further questions, please reach out to our support team through the in app chat or through email via [e-mail]

Outline

1. FAQs

2. Troubleshooting

FAQS

1. What is TOTP?

• TOTP (Time-Based One-Time Password) is a secure, time-sensitive code generated by an authenticator app, used as a second verification step in addition to your password.

2. Why is TOTP mandatory?

• Enforcing TOTP adds an extra layer of security to protect your account, especially valuable for securing financial information in case your password is compromised.

3. Which authenticator apps can I use?

• You can use widely trusted apps such as Google Authenticator, Authy, 1Password or Microsoft Authenticator. These apps are free and available for both iOS and Android devices.

4. How does TOTP work?

• Once TOTP is enabled, you’ll enter a unique, time-sensitive code generated by the authenticator app every time you log in. This code refreshes every 30 seconds, adding an extra layer of protection.

5. Do I need internet access for TOTP to work?

• No, TOTP codes are generated offline on your device and do not require an internet connection. However, you do need internet for log in to your Cadana account.

 

Troubleshooting TOTP

1. I didn’t receive a code. What should I do?

• Make sure the time and date on your device are accurate. TOTP codes are time-sensitive, so any time discrepancy can cause issues.
• Refresh your applications and try again

2. I changed my phone. How can I access my account?

• Use the backup code provided during setup. If you no longer have it, please contact our support team at [e-mail] for recovery assistance.

3. My TOTP codes aren’t working.

• Verify that your device’s time is set to automatic or synced correctly. Also, check that you are using the correct code for the current time.

4. How can I reset my TOTP if I lose access to my authenticator app?

• Use your backup code to log in and then reset TOTP from your account settings. If you don’t have your backup code, reach out to our support team for further assistance.

5. Can I disable TOTP?

• TOTP is now required for enhanced security and cannot be disabled. It provides a critical security measure to protect your account.

Have any further questions? Do not hesitate to reach out to our support team at [e-mail] Always at your service :)