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Troubleshooting

Solutions for the most common issues. If your problem isn't covered here, reach out via the contact form.

Verification Issues

Subject didn't receive the verification email

  • Ask the subject to check their spam/junk folder. Emails are sent from [email protected].
  • Verify that the email address on the case is correct - check for typos.
  • Some corporate email filters may block the email. Ask the subject's IT team to allowlist mail.authduty.com.

Subject didn't receive the SMS code

  • Verify the phone number on the case is correct, including the country code.
  • SMS delivery can take up to a minute in some regions. Ask the subject to wait before requesting a new code.
  • Some carriers block short codes or marketing messages. The subject may need to check their blocked messages settings.

Government ID verification failed

  • The document photo must be clear, well-lit, and show all four corners.
  • The document must be a valid, unexpired government-issued ID.
  • Photocopies or screenshots of documents are not accepted.
  • If the failure persists, create a new case and have the subject try again with a different document.

Case expired before the subject could complete

  • Cases expire after a set time window. Create a new case from the dashboard.
  • Let the subject know to complete verification promptly when they receive the link.

Account Issues

I can't log in

  • Make sure you're logging in at app.authduty.com (not the main website).
  • Try resetting your password from the login page.
  • If you have 2FA enabled and lost access to your authenticator, use a recovery code.
  • If you have passkeys and lost all your devices, use your PK- recovery code.

My passkey isn't working

  • Make sure you're using the same browser and device where the passkey was registered.
  • Some passkeys are synced across devices (iCloud Keychain, Google Password Manager) - check if yours is available on your current device.
  • Try using the "Use recovery code instead" link on the passkey prompt page.
  • If you deleted the passkey from your device's settings, it can no longer be used for login. Remove it from AuthDuty settings and register a new one.

I didn't receive the email confirmation

  • Check your spam/junk folder.
  • Use the "Resend" option on the confirmation page.
  • Make sure you entered your email address correctly when signing up.

Billing Issues

My credit top-up failed

  • Check that your card details are correct and the card isn't expired.
  • Some banks block international transactions - contact your bank if the charge was declined.
  • Try using a different payment method.

Auto-replenish isn't working

  • Verify you have a valid card on file in the billing dashboard.
  • Check that auto-replenish is toggled on and the threshold/amount values are set.
  • Auto-replenish is only available on the Pro plan.

Integration Issues

Slack notifications aren't appearing

  • Make sure the AuthDuty bot has been invited to the target channel (/invite @AuthDuty).
  • Verify you've configured notification channels for the event types you want in Settings → Integrations → Slack.
  • If the Slack workspace was reconnected, you may need to re-invite the bot to channels.

Webhooks aren't being delivered

  • Check the endpoint status in Settings → Webhooks. Endpoints are auto-disabled after 15 consecutive failures.
  • Use the "Send Test" button to verify your endpoint is reachable.
  • Make sure your endpoint URL is HTTPS and responds with a 2xx status code.
  • Check the delivery log for error details - you can see individual delivery attempts and response codes.