Platform and MFA troubleshooting

MFA

I can't sign in — MFA code is rejected

Ensure your authenticator app's clock is correct. TOTP codes are time-based; a clock drift of more than 30 seconds causes failures.
Try the next code generated by the app (codes rotate every 30 seconds).
If the code is still rejected, use a recovery code instead.

I've lost my authenticator app and have no recovery codes

Contact your administrator. They can reset MFA on your account via Users → [User] → Reset MFA.
If you are the only Admin, contact your platform operator.

I generated recovery codes but they don't work

Each recovery code can only be used once. If all ten are exhausted, disable and re-enable MFA to generate a new set.

MFA setup QR code won't scan

Use the manual entry option: select Enter key manually below the QR code and type the secret into your authenticator app.

I published a slip but some students have no response row

Response rows are created at publish time from the audience snapshot. Students added to the target year group or form after publishing are not included. Re-publish a new slip to capture them.

A response is locked before the deadline

Check the slip status — if it has been manually Closed, responses are no longer accepted regardless of the deadline.

Survey results show fewer responses than expected

Anonymous surveys do not link responses to users, so duplicate submissions from the same user are possible. Non-anonymous surveys deduplicate by user.
Confirm the audience setting matches the intended group.

Finance report tab is not visible

The Finance report is restricted to Admin and Owner. Moderators do not have access.

CSV export opens with garbled characters

The export uses a UTF-8 BOM. In Excel, use Data → From Text/CSV and select UTF-8 encoding rather than opening the file directly.