Overview: If you are using an Android phone and use the Auth0 Guardian app, you may be prompted for your 'Recovery Passphrase'. Please note that this is not a FileTrac code but a device code. Not all devices require a passphrase, and some may allow you to bypass/skip this step.
If your device is requiring for you to setup a Passphrase, you will need to do so before proceeding further. Record and keep the Passphrase in a safe place as you will need it when you change phones.
If you do not recall the passphrase:
Option 1: Submit a ticket and request for the MFA on your account to be reset. If you have multiple accounts (i.e. work for multiple companies) the MFA will need to be reset for each account. Provide your loginID(s) and your IA firm name(s) in your request.
Once the MFA has been reset, then download the Auth0 Guardian App to your phone and add your account(s) to the app as if performing a first-time setup (instructions provided in below link).
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Please note that some devices will not allow you to either bypass and/or create a new Passphrase once the MFA has been reset. If resetting the MFA does not allow you to bypass or create a new Passphrase, please proceed to one of the following options.
Option 2: Clear the Auth0 Guardian app's cache and data. This will restore the app to its default settings and clears all stored data in the app such as parental controls, account login, etc.
1) From the home screen, tap the Menu button on your device
2) Select Settings
3) Select Apps
4) Locate the Auth0 Guardian app from your list of apps and click on it.
5) Select Storage
6) At the bottom of the screen, select 'Clear Data' and/or 'Clear Cache'
7) Then relaunch the Auth0 Guardian app
8) You will then add your account(s) to the app as if performing a first-time setup via the instructions in the below link:
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Option 3: Perform a new installation of the Auth0 Guardian app by disabling automatic restoration of your verification backup:
1) Uninstall the Auth0 Guardian app.
2) Temporarily disable automatic restoration of backups within your device settings (steps to do so will vary according to the device).
*If you need assistance with this step, please contact the Customer Support for your particular device or your phone carrier. The steps to disable automatic backups for some devices can also be found online.
3) Then re-install the app.
4) You will then need to add your account(s) to the app as if performing a first-time setup (instructions provided in following link):
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Option 4:
Use the Google Authenticator app instead as it does not require a Passphrase (instructions provided in following link):
Google Authenticator App Instructions : FileTrac Support (freshdesk.com)