Support

The authenticator app is set up by the organization that asked you to use it — your employer, your bank, or whoever issued the code you scanned. That determines who can help you with what. For how the app itself works, see Using the app.

Who to ask

The app holds keys on your phone and answers sign-in requests from your organization's own server. Ydentifi builds the software. Ydentifi does not run that server, and cannot see your account. So the two halves of "help" go to different places.

Your organization handles

• Getting a setup code, or a replacement one
• Being locked out, or needing an account reset
• Moving to a new phone, or removing a lost one
• Which sign-ins you are being asked to approve, and why
• Anything about your account, your access or your records

Ydentifi cannot help with these. Ydentifi holds no account for you, and has no way to reach your organization's server. Ask whoever gave you the code — usually an IT desk, a security team, or the service you are signing in to. For what to do on your side when you change phones, see Adding an account.

Ydentifi handles

• The app crashing, freezing, or refusing to scan a valid code
• Something displayed incorrectly, or text that is wrong or unclear
• Accessibility problems — VoiceOver, large text, contrast
• A screen that behaves differently from the manual

Write to support@ydentifi.io, or, once you have added an account, use Feedback in the app's menu, which opens an email to the same address. Say what you did, what happened, and what you expected instead. The app version is on the About screen — include it. Do not send codes, screenshots of sign-in requests, or anything from your account. Ydentifi does not need them, and they can carry private data.

Before writing, the troubleshooting page covers the failures people hit most often, and says plainly what each one means.

Reporting a security problem

If you believe you have found a vulnerability, please do not open a public issue or post about it. The security and vulnerability disclosure policy sets out how to report it, what Ydentifi commits to, and how quickly Ydentifi responds.

A report of a suspected problem that turns out to be nothing is always welcome. Silence about a real one is not.

If you are deploying Ydentifi

This page is for people using the app. If you run a Ydentifi deployment, begin with the quickstart, or the operator troubleshooting guide for a running system.