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Support

Safecertus Authenticator — support

Safecertus Authenticator is an enterprise multi-factor authentication (MFA) application designed to work exclusively with the Safecertus Identity Provider.

If you are experiencing issues with enrollment, push notifications, or authentication approvals, please review the guidance below.

Frequently asked questions

1. Who can use Safecertus Authenticator?

Safecertus Authenticator is intended for users whose organization uses Safecertus as their Identity Provider. You cannot create an account directly inside the app — enrollment must be initiated from your organization's Safecertus portal.

2. How do I enroll my device?

  1. Log in to your organization's Safecertus web portal.
  2. Navigate to MFA setup or Device enrollment.
  3. Scan the QR code displayed on the portal using the app.
  4. Complete the enrollment process.

If enrollment fails, contact your IT administrator.

3. I'm not receiving push notifications

Please verify:

  • Notifications are enabled in iOS Settings.
  • Background App Refresh is enabled.
  • Your device has internet connectivity.
  • Focus mode or Do Not Disturb is not blocking notifications.

If the issue persists, try:

  • Reopening the app.
  • Restarting your device.
  • Re-enrolling your device from the Safecertus portal.

4. Face ID / Touch ID is not working

Ensure:

  • Biometrics are enabled in iOS Settings.
  • You have at least one biometric enrolled.
  • You have not disabled biometrics for this app.

If needed, disable and re-enable biometric permissions in Settings.

5. Can I use the app offline?

Yes. TOTP codes can be generated offline. However, push approvals require an internet connection.

6. What data does the app collect?

Safecertus Authenticator collects only the data required for authentication and security purposes:

  • Corporate email address
  • Device identifier
  • Push notification token
  • Authentication event logs

The app does not track users across apps or websites and does not collect location, financial, or advertising data.

Troubleshooting steps

If you experience unexpected behavior:

  1. Ensure you are using the latest version of the app.
  2. Force close and reopen the application.
  3. Restart your device.
  4. Reinstall the application if necessary.
  5. Contact your organization's IT administrator.

Contact support

For technical assistance, please contact:

When contacting support, please include:

  • Device model
  • iOS version
  • App version
  • Description of the issue

Security notice

Safecertus Authenticator is a security-focused application. If you receive unexpected authentication requests, do not approve them and contact your IT administrator immediately.

Legal

Safecertus Authenticator is an enterprise security application provided by Safecertus Web Solutions. All trademarks and product names are the property of their respective owners.