Troubleshooting

I forgot my phone and need to sign in

If you don’t have your phone with you, contact your IT administrator. They can provide an Administrative Override — a one-time passcode that lets you sign in without your phone.

The override code works once and expires after use. Once you have your phone again, you can sign in normally.

Note

Administrative Override codes are issued by your organization’s IT team. BlokSec support cannot provide these directly — only your administrator can.

I’m not receiving push notifications

If you’re not getting sign-in notifications on your phone:

1. Check notification permissions — Open your phone’s Settings, find BlokSec, and make sure notifications are enabled
2. Check your internet connection — Push notifications require an active data or Wi-Fi connection
3. Restart the app — Close BlokSec completely and reopen it
4. Restart your phone — This can resolve issues with the notification service

If notifications still aren’t working, you can sign in using the QR code or SMS/email methods in the meantime.

My QR code won’t scan

If the BlokSec app can’t read a QR code:

1. Use the BlokSec app to scan — Your phone’s built-in camera app won’t work for BlokSec QR codes. Open the BlokSec app and use its scanner
2. Check camera permissions — Make sure BlokSec has access to your camera in your phone’s settings
3. Adjust your position — Hold your phone steady, about 15-30 cm (6-12 inches) from the screen. Make sure the QR code is well-lit and not partially covered
4. Clean your camera lens — Smudges or dirt can interfere with scanning
5. Adjust screen brightness — If scanning from another screen, increase its brightness

I got a new phone

If you’re switching to a new phone:

1. Before switching — Create a backup on your old phone
2. On your new phone — Download BlokSec and restore from your backup

If you didn’t create a backup before switching, contact your IT administrator. They can send you a new invitation to set up BlokSec on your new device.

The app is asking me to authenticate but I didn’t try to sign in

If you receive a sign-in request you didn’t initiate, do not approve it. Someone may be trying to access your account. Deny the request and notify your IT administrator immediately.

I lost access to my phone

If your phone is lost or stolen:

1. Contact your IT administrator immediately — they can unregister your device to prevent anyone from using it to authenticate
2. Once unregistered, your old phone can no longer approve sign-in requests, even if someone has it
3. When you have a new phone:
   • If you have a backup: restore from your backup
   • If you don’t have a backup: your IT administrator will send you a new invitation to set up from scratch

Tip

Unregistering your device is an important security step. Even though the BlokSec app requires Face ID, fingerprint, or PIN to open, disabling the device on the server side adds an extra layer of protection.

My account was deactivated

If the BlokSec app shows that your account has been deactivated or you can’t sign in to any applications:

• Your IT administrator may have suspended your account — this is temporary and can be reversed. Contact your IT team to ask about the status.
• Your account may have been removed from the organization — this happens when you leave a company or when an admin removes your access. The account will disappear from your app.

If you believe this was done in error, contact your IT administrator to resolve it.