Authenticating a user

Before performing an action on a user’s account (e.g. unlocking an account/ resetting a password) you must first be sure of their identity.  If the person is not known/recognised you should authenticate the user to verify their identity. You will need to ask them to verify two characters from one security answer and one character from another security answer. Follow your local policy on how to communicate with the user about this information and for guidance on what to do if the user forgets the answers to their security questions

To authenticate a user:

selecting user management1. Click Admin in the navigation bar at the top of the screen and select User Management from the drop down menu

2. Use the search box to find the user whose mobile devices you wish to view.

Refer to the Searching for an Entry section for more information

Authenticate user3. Click on the user’s Display Name to open the User Details Page. 

4. click Authenticate User in the Actions box


The user will be required to provide three characters from two of their security questions answers. Ask the user to  provide you with the characters requested for each security answer displayed. Answers to security questions are not case sensitive.

Questions5. Enter the characters into the corresponding box


6. Click on Submit


If the answers are all correct, you will get the following message:

Success User Authentication

Questions for AccountYou will see a red cross next to the answers which is/are incorrect:



Additional Information

  • After three failed attempt to authenticate the account, the user account will be barred from authentication for next 1 hour as the Authentication button will be greyed out for the user account.

Locked UserThe message as in the image will appear after three unsuccessful attempts to authenticate:



Last Reviewed Date 10/9/2019
Updated on 28/06/2022

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