Accessing your D4H Account FAQs
Welcome to our Accessing your D4H Account Frequently Asked Questions page. Browse through our FAQs to find the information you need, and if you can't find what you're looking for, please don't hesitate to reach out to our Help Desk for further assistance.
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Basic Access FAQs (Legacy Users)
Q - I'm trying to reset my password, but I received an email stating that there's no D4H profile linked to my email address.
A - Touch base with your account administrator who can review your profile and send/resend an invite to your email address. Then follow the instructions on the email.
Q - I'm not receiving my password reset email, and I'm being told that my email address doesn't exist in D4H.
A - This situation might arise for several reasons;
- If your profile was initially set up using a different email address. To resolve this, please contact your D4H Administrator within your team, who can verify and update your email address within your Member Profile and then Resend an Invitation to your updated email address. Once you receive the new email to join, follow the steps as new user to set up and sign into the account.
- You were using a username to reset your password. Instead, try using your email address when resetting your password.
If you require further assistance kindly submit a request to our Help Desk, and be sure to include information about your D4H Team and your full name for expedited assistance.
Q - I do not have access to my old email address to reset my password.
A - To update your profile's email address, please request your D4H Administrator to follow these steps:
- Change your email address within your Member Profile.
- Your D4H administrator should then proceed to Resend an Invitation for you to join the account using the new email address.
Once you receive the new email to join, follow the steps as new user to set up and sign into the account.
Q - I had multiple usernames in the past with D4H with various Team accounts, do I create a new username?
A - Customers can no longer create usernames for any new team account as we have introduced a better way to sign-in. Your username has been replaced by your email address. Please Complete a Password Reset if you are unable to access.
Q - I am getting "Your username could not be found" when signing in via D4H mobile app.
A - Ensure you are signing into the appropriate D4H mobile app for the products your team uses. For an instance, if your team has not purchased D4H Incident Management product and if you try to sign into this app, there will be an error given. If you are not sure, check with your account administrator on this who can give you more details. Please Complete a Password Reset if you are unable to access.
A Better Way to Sign-In FAQs
Q - I am not able to sign in to my D4H account with my email address?
A - This can be due to various reasons;
- You may not have migrated your user account to a better way to sign-in yet. If that is the case you will need to continue using your username and password that was created at the time of your D4H user account creation.
- You are not entering the correct/most up-to-date D4H sign in credentials. If you have saved your password and username in your browser or any other password manager app, delete them and add the new sign in details.
- You are not entering the correct Multi-Factor Authentication Code.
- If you are using a D4H mobile app, ensure it is the right mobile app and you have selected the correct data region. If you are not sure, touch base with your D4H Account Administrator.
Q - I did not upgrade my profile to a better way to sign-in but it does not still let me sign in with my legacy username and password?
A - This might be because the username/password is entered incorrectly or saved incorrectly in your browser's password extension or security client. Please Complete a Password Reset if you are unable to access.
Q - Are the log in credentials the same for D4H mobile apps?
A - Yes, you can use the same email and password combination as you do for the web browser login.
Q - I have activated my Operations Center user account to a better way to sign-in previously and have now been added to a new Team Manager account. Do I select I am an existing user or new user?
A - You would select I am an existing and then use your log in credentials from Operations Center to access the new Team Manager account. This only applies if the accounts you are accessing are in the same region.
Q - How do I add or change the 2 factor authentication (2FA) for my D4H profile?
A - You can enabling/disabling Two-Factor Authentication but to change the 2FA access Manage your D4H Account to update.
You can enable or disable Two-Factor Authentication, but to change 2FA from SMS to an Authenticator App for example, access Manage your D4H Account to update.
Q - How do I check if a user has activated a better way to sign-in?
A - Please see below,
Team Manager - Access Control view
Users who have activated a better way to sign-in will be highlighted with an (👤) icon
If the user has not upgraded their profile, there will not be an icon next to their name,
Operations Center - Admin Area view
A unique icon will be shown next to users who have upgraded to activated a better way to sign-in and the system would show a message when hovered over the user icon as well
If the user has not upgraded their profile, it would show this message when hovered over the user icon and will have a different user icon
Q - How do I change my log in email?
A - If you have access to D4H already, access Manage my D4H Account and update your email. You will need to complete the sign-in process with this new email. Be sure to update any of your saved passwords as well.
However, If you do not have access to your old email address, your D4H Administrator needs to complete steps 1 and 2 below, then you will complete step 3 in order to change the username.
- Access the Member Profile and add in the new email address
- After updating the new email address, proceed to complete the steps for Resending the Invitation to that member
- The member will then receive an email and must follow the Complete the Signing in Steps as if they were a new member
Q - I am signing in via a D4H mobile app and it keeps saying my log in credentials are incorrect?
A - Please ensure you have selected the right data region of your team. If you are unsure, check with your D4H account administrator on this. Then check whether you are using the correct D4H app to sign into D4H. For an instance, if your Team has not purchased Incident Management product, you will not be allowed to sign into Incident Management app.
Q - I have tried it all but I am still not able to activate a better way to sign-in?
A - Please send us an email to help@d4h.com with your D4H Team Account name and we will take a closer look.
Multi-Factor Authentication FAQs
Q - I'm an Owner but I can't sign in because I'm not receiving the multi-factor authentication code on my mobile number.
A - When Multi-Factor Authentication (MFA) is set up via mobile SMS, there can be delays with your mobile service provider. Sometimes, customers experience delays receiving the one-time passcode (OTP) via SMS due to issues on the mobile service provider's end. Additionally, if you requested multiple OTPs within a short period, the code you received last might not be current, and the system may reject it. If you are still experiencing issues, reach out to your D4H account administrator who can Deactivate your Multi-Factor Authentication.
Q - Can you send the multi-factor authentication code to my email address instead of mobile SMS?
A - Multi-factor authentication codes cannot be sent to email addresses. However, for enhanced security, we recommend using a Mobile App Authenticator, such as the Google Authenticator App, instead of relying on mobile SMS for authentication.
Q - I've set up mobile SMS as my multi-factor authentication method. How can I switch to using a Mobile App Authenticator?
A - First, Disable the Multi-Factor Authentication and then Re-Enable selecting Authenticator App.
Q - I need to set up both mobile SMS and Mobile App Authenticator as my multi-factor authentication methods.
A - Currently, D4H only supports using one of these MFA methods, but we recommend choosing Mobile App Authenticator as it's a more secure method.
Q - I always get an error saying the multi-factor authentication is incorrect.
A - You might have multiple multi-factor authenticator apps installed on your mobile phone. Double-check this and ensure you enter the correct code shown on the app you used to set up multi-factor authentication for D4H. You may also have set up SMS instead of an Authenticator App. If you can't recall it, reach out to your D4H account administrator who can Deactivate your Multi-Factor Authentication.
Q - Do I need to enter this multi-factor authentication code every time I want to use D4H?
A - The direct answer is No, but it depends on the scenario. The system keeps you logged in for 30 consecutive days before asking for multi-factor authentication again. You may need to enter the code if you haven't used your D4H account for over 30 consecutive days, if your browser or mobile app cache is cleared, or if you are using private browsing (Incognito mode).