When setting up MFA, why do I keep getting "Invalid authenticator code"?
Ensure you are scanning the QR code with the MFA app on your mobile device or used the provided code. This
will produce a MFA token (6-digit number) that changes every 30 seconds. Type in that 6-digit
number (e.g. 123456) with no spaces.
If the MFA token is not accepted, you will receive the "Invalid authenticator code"
error. You must re-scan the QR code again which creates another MFA token (another
6-digit pin that is changing every 30 seconds). You must use the new 6-digit pin
(you can delete the old ones).
Your phone time may be out of sync. Check your phone's settings to make sure the
time is updating automatically. If you're using Google Authenticator on Android, try
the Sync Now feature to update the time.
Click here for a guide on the steps mentioned above.
Why am I not receiving a password reset email from P1 SSO?
Try having the email sent again and make sure to check your junk email folder.
If you accidently tried logging in using your old Mattermost credentials more than
five times, your account is likely locked out. Contact a team admin or email us at
help@dsop.io to have your account unlocked.
If you created your Mattermost account after 19 May, your P1 SSO account may not have been automatically created.
Ask a team or system admin for an invite link to create a P1 SSO account. Alternatively
you can send a request to help@dsop.io.
My account says it's disabled
Send an email to help@dsop.io from the email address associated to your account. Include the word "disabled", "reactivate", or "unlock" in the body. Your account will be automatically unlocked and you will receive an email reply when once complete.
How do I update my profile?
Log in to your account at which will bring you to your
account settings page where you will be able to update your profile.
How does a new user create an account?
New Mattermost accounts are now created through P1 SSO. Click here for instructions.
How do I reset/set up MFA again (e.g. new or lost mobile device)?
Click here for instructions on resetting MFA on your account.
I have multiple Mattermost and/or P1 SSO accounts, can I combine them?
Unfortunately, there is no way for us to combine accounts. We can deactivate
whichever account you will no longer be using. Let your team admin know which account (email
address) you will no longer be using or email us directly at help@dsop.io.
Why am I getting a "X509 certificate's authentication failed." when trying to log in
with a CAC?
Your account is likely locked or may be experiencing issues from the migration to P1
SSO. Please email us at help@dsop.io and
we should be able to quickly resolve the issue.
Where can I get more information on using Mattermost?
Check out Mattermost's official
user guide for more information and best practices.
I have another question or need additional help. Who do I contact?
Contact your team admin for additional assistance. If you're not sure who your Team Admin is or can't get a hold of them, email us at help@dsop.io.
