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Activation email not received
 
We can not resend an activation email

  1. Please check spam/junk

  2. Go to www.bankingcirlcleconnect.com and select forgot password - this will trigger a reset email

  3. Follow the steps within the email

Forgot Your Password

 
 
If you experience the following error message when logging in or the first time, "Login request was declined. Make sure you have the latest version of Authy installed with app protection enabled and restart the app on your phone.", please complete the following steps: 

 

For iOS users:

  1. In the Authy app, navigate to Settings and select Security. Make sure that App Protection and Protect Entire App is activated.

For Android users:

  1. In the Authy app, navigate to Settings and select App Protection. Make sure that App Protection is activated.

Once this is completed, you must restart the app.

 

Mobile numbers for Authy

In the event that you change your mobile number, please make sure its updated by the admin user within the company.

Once the number has been updated also update the mobile number on the Authy app by following the below steps:

 

  1. Login to Authy

  2. Click Settings tab

  3. Click on the current number

  4. Input new number

  5. Click Change Phone.

 

Locked account due to number change

This occurs when most users change handset or their number

QR code and BC account is also another scenario this occurs
 
  • Check the authy ID
  • Open your authy app
  • Select Setting clog
  • Take note of the Authy ID number 
Find My Authy ID
 
  • Send this number to clientservices@bankingcircle.com
  • We will then look up what Authy ID we have set up for you.
  • If the number doesn’t match we will delete the user in Authy and B2C, deactivate the user in database with subscript, reactivate the user
(If the problem can not be solved on our side, you should  contact Authy at support@twilio.zendesk.com)
 

I am unable to login into the Banking Circle Connect platform

Sometimes a user cannot access login even after all Authy steps are completed correctly. The user can complete the below actions in such instances before escalating to Banking Circle:

  • Try switching browsers - Google Chrome is the most compatible for our system

  • If you have the link to the Banking Circle Connect platform saved as a bookmark then please open a fresh browser and type in www.bankingcircleconnect.com

 

Desktop Authy app issues

If you have switched over from the Mobile Authy app onto the desktop app and face the following error message, "Login request was declined. Make sure you have the latest version of Authy installed with app protection enabled and restart the app on your phone.", then please complete the following steps: 

  1. Go to Settings

  2. Make sure that the master password is enabled

  3. Restart Authy app and open a fresh browser

Keywords: Login issues including Browser and Authy settings
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