Single Sign-On & Multi-Factor Authentication - FAQ

This article contains a guide to our most Frequently Asked Questions around Multi-Factor Authentication/Single Sign-On. 

This guide contains the following:

• 1. It says I need a one-time code, but I don't know where to find it?
• 2. It says the code I entered is invalid - what do I do?
• 3. I keep getting the error message, 'BadRequestError. Invalid sign up'
• Additional Support

1. It says I need a one-time code, but I don't know where to find it?

As of October 2023, we enabled Multi-Factor Authentication for our services and platforms. In order to log in, users will need an Authenticator application on their mobile device - we generally recommend using either Google or Microsoft authenticator, as they are both free to download and use. 

If you are trying to log in, and you see a box similar to the one below, presumably this is because you have previously scanned a QR code using one of these Authenticator apps.

After the first time you scan the QR code, you shouldn't need to scan any more - the apps will always give you a new unique 6-digit code to enter, which is why when you're in the app you can see the numbers refresh every 30 seconds. 

So, if you see the below image, you'll need to locate your Authenticator app and find the code under the title 'Built Intelligence' (see question 2 for reference images). 

If you have not scanned a QR code before, or you no longer have the app/'Built Intelligence' entry, you'll need to raise a ticket with us by emailing support@builtintelligence.com and ask us to reset your MFA so you can start from the beginning. 

2. It says the code I entered is invalid - what do I do?

If you enter a code and get an error message like this:

First, you'll need to check your Authenticator app. Is there an entry, with a code underneath it, that says 'Built Intelligence'? For example, it should look something like the two images below:

For Google...

And for Microsoft...

• If yes, enter this code:

  • If the code is still showing as invalid but it definitely says 'Built Intelligence' above it, you may need to go to:

    Phone Settings > System > Date & Time

    Here, there are three options:

    • Your date and time (and time zone) is set manually, in which case you need to set it to automatic.
    • Your date and time (and time zone) is set automatically, in which case you need to toggle it off and on again.
    • Your time zone is incorrect, in which case you need to change it.

    Once you have followed the above steps, try entering the one-time code again, or you may need to re-scan the QR code with your app.

  • If none of the above steps work, make sure you have tried using both Microsoft and Google Authenticator. In this scenario, it is more likely that Google will work, but it is worth trying both just in case!
  • If you are still experiencing problems after trying the above steps, contact us at support@builtintelligence.com 

• If no, you will need to contact us at support@builtintelligence.com - we'll need to reset your MFA so you are given a new QR code to scan. 

3. I keep getting the error message, 'BadRequestError. Invalid sign up'

If you keep getting an error message like the one below, it's because you need to select 'Log In', not 'Sign Up'. 

The Sign Up button should only be used the very first time you try to log in, after that an account is already created for you so you should only ever need to select 'Log In'. 

If this does not work, it may help to clear your cache/cookies, using the instructions below, and then try again. 

Try Ctrl F5 or Ctrl fn F5 if you're using a laptop to refresh your screen. If that doesn't work - you may need to clear your cache and cookies as well ;

Chrome

chrome://settings/content/all and search for builtintelligence and delete all entries in the dropdown

Edge

edge://settings/clearBrowserData  and edge://settings/siteData  search for builtintelligence  and

delete all entries in the dropdown

Additional Support

If you have tried to troubleshoot your issue using any of the above recommendations and are continuing to have difficulties, please get in touch with our Support team by emailing support@builtintelligence.com with a screenshot of your screen (if applicable) and a description of the problem.