Gradual rollout: Multi-factor authentication is being rolled out gradually, organisation by organisation. You may not see it on your account yet — that’s expected. Once it’s available, you’ll be prompted on your next sign-in.
I’ve lost access to my authenticator device
If your phone is lost, broken, or replaced, you may not be able to generate codes to sign in.Check if you have a backup
Some authenticator apps (such as Authy or 1Password) sync your entries to other devices automatically. If you’ve signed into the same authenticator app on another phone, tablet, or computer, your Clarus WMS entry may already be there.
Ask an admin in your organisation to reset your MFA
If you can’t recover the code yourself, contact an admin user within your own organisation first — they can resolve this quicker than Clarus WMS support. From the Users screen, an admin with the MFA reset privilege can reset MFA on your account. After the reset, you’ll be taken through the standard MFA setup at your next sign-in so you can register a new device.
The MFA reset privilege is granted to the Admin role by default. If your admin sees the reset action but it’s disabled, their role doesn’t have the privilege — they’ll need to ask whoever manages roles in your organisation.
My codes are being rejected
Wait for the next code
Wait for the next code
Codes refresh every 30 seconds. If you typed one just as it expired, it will be rejected. Wait for a fresh code and try again.
Check your phone's time
Check your phone's time
Authenticator codes rely on accurate time. If your phone’s clock is even a minute off, codes won’t match. Set your phone’s date and time to automatic or network-provided, then try a new code.
Make sure you're using the right entry
Make sure you're using the right entry
If you have entries for other services in your authenticator app, double-check you’re using the Clarus WMS entry — not a similarly named one.