FAQ

1. Why can't I save changes to my profile?

If your profile information is not updating after clicking Save Changes, some required information may be missing or invalid.

Possible Causes

  • One or more required fields are empty.
  • The email address or phone number is in an invalid format.
  • Your session has expired.
  • You do not have permission to update your profile.

What You Can Do

  • Complete all required fields.
  • Verify that your email address and contact number are entered correctly.
  • Refresh the page and sign in again if necessary.
  • Try saving the changes again.

2. Why am I not receiving the OTP for email verification?

An OTP is sent to verify ownership of your secondary email address.

Possible Causes

  • The email address was entered incorrectly.
  • The email was delivered to the Spam, Junk, or Promotions folder.
  • Email delivery is temporarily delayed.
  • The email server is unavailable.

What You Can Do

  • Verify that the email address is correct.
  • Check your Spam, Junk, or Promotions folder.
  • Wait a few minutes for the email to arrive.
  • Click Resend OTP after the 60-second countdown has completed.

3. Why am I not receiving the OTP on my mobile number?

An OTP is sent via SMS to verify your secondary contact number or confirm password changes.

Possible Causes

  • The mobile number was entered incorrectly.
  • Your device has poor network coverage.
  • SMS delivery is delayed by your mobile carrier.
  • The mobile number cannot receive SMS messages.

What You Can Do

  • Verify that your mobile number is correct.
  • Ensure your phone has network coverage.
  • Wait a few minutes before requesting another OTP.
  • Click Resend OTP after 60 seconds.

4. Why can't I change my password?

Your password will only be updated after all validation requirements and OTP verification are completed successfully.

Possible Causes

  • The current password is incorrect.
  • The new password does not meet the required password policy.
  • The confirmation password does not match.
  • OTP verification failed.

What You Can Do

  • Verify your current password.
  • Create a password that meets all password requirements.
  • Ensure the new password and confirmation password match.
  • Complete the OTP verification process.

5. Why does the OTP show as invalid or expired?

For security reasons, OTPs are valid only for a limited time.

Possible Causes

  • The OTP has expired.
  • An incorrect OTP was entered.
  • A newer OTP was generated after clicking Resend OTP.

What You Can Do

  • Enter the most recent OTP you received.
  • Request a new OTP if the current one has expired.
  • Complete verification before the OTP expires.

6. Why can't I enable Multi-Factor Authentication (MFA)?

MFA can only be enabled after the authentication email address has been successfully verified.

Possible Causes

  • The entered email address is invalid.
  • OTP verification was not completed.
  • The verification code has expired.
  • Temporary server or network issue.

What You Can Do

  • Verify that the authentication email is correct.
  • Complete OTP verification.
  • Request a new OTP if required.
  • Refresh the page and try again.

7. Why can't I disable Multi-Factor Authentication (MFA)?

Disabling MFA requires identity verification to protect your account.

Possible Causes

  • OTP verification was unsuccessful.
  • The connected authentication email is inaccessible.
  • The OTP has expired.
  • Email delivery is delayed.

What You Can Do

  • Access the connected authentication email account.
  • Enter the latest OTP received.
  • Request a new OTP after 60 seconds if necessary.
  • Contact your administrator if you no longer have access to the authentication email.

8. Why can't I upload or change my profile picture?

Profile pictures must meet the application's supported requirements.

Possible Causes

  • Unsupported image format.
  • Image size exceeds the allowed limit.
  • Network interruption during upload.
  • Temporary server issue.

What You Can Do

  • Upload a supported image format (such as JPG or PNG).
  • Reduce the image size if necessary.
  • Refresh the page and try again.
  • Ensure you have a stable internet connection.

9. Why am I seeing a 403 Access Denied message on the Profile page?

A 403 error indicates that your account does not have permission to perform the requested action.

Possible Causes

  • Your session has expired.
  • Your account permissions have changed.
  • Your account has been disabled or restricted.

What You Can Do

  • Sign out and sign back in.
  • Verify that you are using the correct account.
  • Contact your system administrator if access has been restricted.

10. Why am I seeing a 500 Internal Server Error while updating my profile?

A 500 Internal Server Error indicates that the server encountered an unexpected problem while processing your request.

Possible Causes

  • Temporary server issue.
  • Backend service unavailable.
  • Database connectivity problem.
  • Scheduled maintenance.

What You Can Do

  • Refresh the page and try again.
  • Wait a few minutes before retrying.
  • Sign out and sign back in.
  • Contact your system administrator if the issue continues.
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