Objective
To help users resolve issues when logging into the FYLD app or FYLDCloud using Magic Links or One-Time Passwords (OTPs).
Background
Magic Links and OTPs offer a convenient and secure way to log in. However, certain factors, such as incorrect credentials, outdated settings, or filtered messages, can occasionally cause login problems. This guide provides step-by-step instructions to ensure smooth access and outlines checks you can perform to resolve any issues.
Steps
Part 1 - How This Should Behave
Magic Links by SMS
On the FYLD app’s Login page, select ‘SMS’.
Enter your phone number.
Click ‘Continue’ at the bottom of the page.
Open your phone's Messages app or select ‘Open messages’ to navigate there automatically.
Tap the link in the SMS message to log in to the FYLD app automatically.
Magic Links by Email
On the FYLD app’s Login page, select ‘Email’.
Enter your email address.
Click ‘Continue’ at the bottom of the page.
Open your email inbox or select ‘Go to inbox’ to switch between email accounts on your device.
Tap the link in the email message to automatically log in to the FYLD app.
Part 2 - Things to Confirm
The Right Mobile Number or Email Address
Ensure the phone number or email matches what FYLD has on record.
This will likely be your work email or phone number.
If details have recently changed, ask your manager or FYLD Support to update your information.
The Right Country Setting
Ensure the country flag on the FYLD app matches your FYLD environment (e.g., UK flag for UK-based users).
Change this in the app’s login page if required.
The Right Country Code (Text Message Only)
Confirm the country code next to ‘Your Phone Number’ matches your mobile phone. This may differ from your FYLD environment.
Check Your Junk/Spam Folders
On Android: Look in your Messages app's ‘Spam and blocked’ folder. Open and mark the FYLD message as ‘Not Spam’ to follow the link.
On iOS: If ‘Filter Unknown Senders’ is on, check ‘Unknown Senders’ in your Messages app for the link.
On Email: Check the Spam folder for the FYLD system email and mark it as ‘Not Spam’.
Is Your Account Active?
A manager or FYLD Support can confirm if your account is active.
Accounts may be deactivated if you've changed roles, used a different email, or been inactive.
The Right Default Web Browser (Mobile Only)
On Android: Set Chrome as your default browser under Settings > Apps > Choose Default Apps.
On iOS: Set Chrome as the Default Browser in Settings > Chrome.
App-Specific or Universal Links (Mobile Only)
On Android: Tap and hold the FYLD app icon, select ‘Open by Default’, and allow the app to open supported links.
On iOS: Paste a Magic Link into the Notes app, tap and hold it, and ensure it opens with the FYLD app or Safari.
If You Need to Raise with Support
If you need to contact FYLD Support, provide details of the steps you’ve tried to avoid repetition.
Support can be reached via the Chat With Us feature in the app or by email at help@fyld.ai - please refer to the article on using FYLD Support.