Troubleshooting Account and Authentication Issues

Verification Email Not Received

Solutions:

• Check Spam/Junk folders.
• Open the Verifications panel in Dermi Atlas Manager (the shield icon in the top bar) and use the listed verification link to bypass email delivery.
• Ensure the host computer has internet access to send emails.

Verification Link Expired

Solution:
Links expire in 1 hour. Return to the sign-up page and re-enter the email address to generate a fresh link.

Cannot Sign In

Solutions:

• Credentials: Check username vs. email. Passwords are case-sensitive.
• Reset: Use the "Forgot your login?" link on the sign-in page. This opens the Recover Account flow, which both retrieves the account username and allows the password to be reset. If email is not verified, use Dermi Atlas Manager to get the reset link.

Two-Factor Authentication (2FA) Issues

Symptom: Codes are rejected.

Solutions:

1. Time Sync: Ensure the phone's time is set to "Automatic". 2FA relies on precise time synchronization.
2. Recovery Codes: Use a recovery code to sign in, then reset (disable and re-enable) two-factor authentication from the account Security & Authentication section to generate new recovery codes. Note that disabling 2FA itself requires a valid authenticator code or recovery code.