Running into login issues? Here are simple steps on how to resolve them easily.
Incorrect Login Credentials
Error Message: "Login credentials incorrect."
Possible reasons may include:
- Typo in the email or password input.
- Caps Lock is on.
- Attempting login with unregistered email.
What to Do:
- Double-check the email and password.
- Ensure Caps Lock is turned off.
- Use the "Forgot Password" link if needed.
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Confirm you're using the email tied to your Fincra account.
Access Token Not Valid
Error Message: "Access token not valid."
Possible reasons may include:
- The main account’s KYC is yet to complete the onboarding process, restricting access for additional users.
What to Do:
-
For Main Account Holders:
- Ensure you're using the correct environment (sandbox or live). -
For Additional Users:
- Confirm the main account has completed KYC and is live.
- Additional users cannot access the portal if the main account is still in sandbox mode.
OTP Not Received During the 2-FA Process.
Error Scenario:
The user is stuck on the 2FA confirmation page and didn’t receive an OTP code.
Possible reasons may include:
-
The 2FA method is set to email, but emails are not being delivered due to:
- Blocklisting (user unsubscribed from transactional emails).
- Spam filtering by email provider.
- The 2FA method is the authenticator app, but the user no longer has access to the app.
What to Do:
- First, contact Fincra Support to confirm your 2FA method.
- If the method is email:
-
- Contact the Fincra Support team to check if you're blocklisted and request removal if necessary.
- Check your spam/junk folder.
- Whitelist Fincra’s email domain -
If the method is an authenticator app:
- Try logging in using your backup code (provided when 2FA was first set up) - Where the backup code isn’t available, send an official email request (from the email address linked to your account) asking for 2FA to be temporarily disabled.
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Once logged in, go to your profile settings and update your 2FA method.
Contact the Fincra Support team by raising a request here or send us an email at support@fincra.com if the issue persists.