FTW Password Reset MFA Troubleshooting Guide

If you are having trouble receiving your password reset code or email, please follow the steps below based on the method you are using.

SMS Compatible Device: Ensure your device can receive SMS messages and is not a business/landline.
Check Signal Strength: Ensure your device has a strong cellular connection.
Refresh Your Connection: Toggle Airplane Mode on and off to reset your network.
Request a New Code: Sometimes there’s a delay—try requesting the code again.
Restart Your Device: A quick restart can resolve minor issues.
Disable VPN: If you’re using a VPN, turn it off as it may interfere with message delivery.
Review Text Message Settings
- Turn off Do Not Disturb mode.
- Ensure Filter Unknown Senders is disabled or that the text are not going to a Spam & blocked text folder.
- Check your Blocked Numbers list to confirm 844-910-0193 isn’t blocked.

Wait a few minutes: Sometimes there can be a slight delay in receiving the email.
Check your spam or junk folder: The email may have been mistakenly filtered.
Verify the email address: Double-check for typos in the email address in your account profile.
Email forwarding: Forwarding can disrupt authentication protocols and cause issues with password reset emails.
Add the sender to your safe list: Some email providers or corporate domains may block emails from certain senders.
- Add donotreply@ftwilliam.com to your trusted list.

Open the Authenticator App: Locate your ftwilliam account entry and retrieve the current verification code.
Verify Device Date & Time Settings: Ensure your device date and time are set to automatic, as incorrect settings can cause codes to fail.
Ensure the Authentication App is Up to Date: If the application has available updates, ensure the application is up to date. You may need to uninstall and reinstall the application.
Check Notification Settings (if applicable): Ensure notifications are enabled and Do Not Disturb or Focus modes are turned off.
Restart Your Device: Restart your device to resolve temporary issues.
Disable VPN: Turn off any VPN that may interfere with authentication.

Password reset emails come from donotreply@ftwilliam.com.
Reset codes are sent via text from 844-910-0193.
Authenticator apps generate codes directly on your device and do not rely on email or text delivery. If you do not see a code or cannot access the app, use another MFA method or contact your administrator for assistance.