This article explains workarounds for several scenarios where you may have difficulties logging in to our support portal. The methods for working around this are 'roaming authentication' and 'email access token.'
Scenarios
| Beyond Identity Service Interruption | An unlikely scenario where our services are completely down and unresponsive, causing service interruption. |
| Network Connectivity Issue | You may be connecting from a network with proxies or other features preventing Beyond Identity Authentication from functioning. |
| Passkey or Enrollment Related Issue |
If your passkey is in a state where you cannot access it via any device, you have lost your device or something similar before you re-enroll. |
| Non-Supported Platform or Operating System |
Even though we try to have options for all the major operating systems, there are some specific platforms that we have not yet added to our supported platforms. |
How to workaround
If you have the passkey on your mobile phone
| If you have a mobile phone with the Beyond Identity authenticator with the 'beyondidentity-support' passkey, you can use your phone camera to scan the QR code. Note that if you log in from a network with proxies or other features preventing access to our services, you may need to disconnect and use your data plan to authenticate successfully. |
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If you don't have access to the passkey
In the case that the passkey is inaccessible or the network prevents accessing our services, or in the unlikely scenario that our services are unresponsive, you can email support@beyondidentity.com to open a ticket with us. Or, in the worst-case scenario, if there is no way to send emails, you can call us at +1 (808)-666-2400 to open a ticket.
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