Mobile phone users

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Troubleshooting

The service you are trying to access is protected with Mideye authentication. To log in, you need a one-time password (OTP) which is sent to your mobile phone. Click here to see the login procedure explained in a new window.

The login fails if the phone does not acknowledge the reception of a one-time password within a pre-set time limit.

Users with smartphones (Android, iPhone or Windows) that frequently experience OTP reception problems are recommended to activate Mideye+.

Below, some frequest issues with OTP reception are listed.

  • iPhone warning message 'This sender has not been verified'

    Following update to iOS 12.2, iPhone shows a warning message ’This sender has not been verified’ when displaying flash/pop-up SMS. This has been solved in iOS 12.3 (released 2019-05-13).

  • Re-start phone (power off - power on)

     

    As a first step, try restarting the phone (power off – power on). This updates the network connection and resolves problems with hanging phones. Some phone models require periodic re-starts to function properly.

  • Test SMS reception

     

    Verify SMS reception by sending a message to yourself from another phone (or from your own phone). An SMS message should be delivered within seconds.

  • Faulty telephone

     

    To test if OTP delivery problems are due to faulty phone hardware, try login with the same SIM card in another phone.

  • First-time login

     

    If deliveries fail, and this is the first time you are trying to log in with one-time passwords, your mobile phone number may be incorrectly registered. Contact your IT helpdesk or support and ask them to check which number is registered for your account. You can ask them to test the number by sending an SMS.

  • Multiple SIM cards

    If you have two (or more) SIM-cards with your subscription (e.g. an extra SIM for a tablet or iPad), you need the main card (the one that receives incoming calls) to receive one-time passwords. Verify that it is activated, and the by send an SMS to your number.

  • Android phones with messaging apps

    By  default, Mideye one-time passwords are sent as flash / pop-up SMS. Som Android messaging apps (e.g. Hangouts or Handcent) need to be configured to present flash / pop-up SMS. In some cases, the messaging app must be disabled. Alternatively, Mideye one-time passwords can be sent as ordinary SMS. Contact your IT helpdesk if this is required.

  • Call forwarding

    One-time passwords cannot be forwarded to another number. The original SIM card/phone is needed to receive one-time passwords.

  • Travelling abroad

    When connected to a network in another country, a phone re-start (power off – power on) may be required to update network location registers. If one-time password deliveries still fail, a manual change of visited network may solve the problem. This is done via the ‘Tools’ menu on the phone, submenu ‘Networks’. For users with smartphones (Android, iPhone or Windows), it is recommended to activate Mideye+ prior to travelling abroad.

  • OTP spamming / unsolicited OTPs

    OTP spamming / unsolicited one-time passwords can be caused by incorrectly registered user phone numbers, telephone problems or network caching/resending of old OTPs. Mobile subscribers that are not registered for any login service with one-time passwords (OTPs), but still receive Mideye OTPs to their phone, should contact helpdesk@mideye.com to block OTP sending. Users with Android phones can experience reception of ‘extra’ OTPs at odd times. These are actually old OTPs that have been cached in the phone operating system. Make sure to always select ‘Cancel’ after reading an OTP. Occasional problems in the mobile network can sometimes cause caching and re-sending of old OTPs. Note that this is not something that should occur frequently, and does not have any security implication since Mideye OTPs have a limited life-time (default 60 seconds).

  • Corrupted OTPs

    Users that have activated Mideye+ will receive corrupted OTPs when switching to a new phone. With Mideye+, the OTPs are encrypted with the private app key. Either Mideye+ can be downloaded and activated on the new phone, or Mideye+ can be de-activated in the central system. In either case, the old app becomes invalid.

  • Further help

     

    If the information above doesn’t help, or if you have questions concerning login with one-time passwords, you are welcome to contact us at helpdesk@mideye.com.