Find the step where sign-in stops, then follow the matching instructions below. An email-code problem, an authenticator problem, and a missing organization invitation need different solutions. You can recover your own account without an organization administrator role.

Never share passwords, sign-in codes, authenticator codes, recovery codes, setup secrets, or QR codes with anyone, including support.

Choose the right recovery step

Problem Start here
Passkey unavailable Try a backup passkey; contact Support if every passkey is lost
Email code missing or expired Check the address and mail filtering, then request one new code
Authenticator code rejected Check device time and use the current FTE Tree code
Lost authenticator Use one unused saved recovery code
Lost authenticator and all recovery codes Contact FTE Tree support using the public contact form
Microsoft, Google, or company password or MFA problem Use that provider’s recovery process or contact your company’s IT administrator
Signed in, but organization or records unavailable Ask the organization administrator to check membership and access

FTE Tree does not use its own password. Enter your account email and choose Send sign-in code, or use Microsoft, Google, a passkey, or your organization’s company sign-in. If you recently changed your email, the old address stays in use until you verify the replacement. Avoid creating another account, which can separate you from existing memberships and invitations.

Passkey problems

Use the device or security key where you saved the passkey and allow its PIN, fingerprint, or face-recognition prompt. Check that you are on the usual FTE Tree address and using a supported browser with JavaScript enabled. If you canceled the prompt, start again.

Try your backup passkey if your usual device is unavailable. Another permitted sign-in method may restore ordinary account access, but protected administration and changes to existing passkeys still require a working passkey. Contact Support if you have lost every passkey. Never send your device PIN, recovery codes, or other secrets.

Email code problems

  1. Confirm the email address.
  2. Check spam, quarantine, and company mail filtering.
  3. Wait briefly for delivery, then request one new code if needed.
  4. Use only the newest code within three minutes.

Repeated requests can leave several messages in your inbox. For other missing messages, see Notifications and email.

MFA problems

FTE Tree MFA supports passkeys with device verification and time-based authenticator codes, with recovery codes as backup for standard access. Text messages and email sign-in codes do not satisfy FTE Tree MFA.

Check that your device uses automatic, accurate time and that you selected the FTE Tree account in your authenticator. Wait for the next code if the current one is about to change, or use an unused recovery code.

After signing in through Microsoft, Google, or your company’s sign-in page, FTE Tree may still ask for a passkey or a code from your FTE Tree authenticator. This can be required for normal organization access, an account with an authenticator, or a protected account or administrative change.

Recover MFA access

Each saved recovery code works once. A replacement set disables all earlier codes, and each set is shown only once.

After signing in with a recovery code, replace the lost authenticator and generate a new set of recovery codes. Save them securely. If no usable code remains, use the public contact form. Do not include any authentication secret.

For replacement steps, see Set up MFA and replace an authenticator. Removing the last authenticator or passkey also removes its recovery codes, so have the replacement app ready and save the new codes before you finish setup.

Company sign-in problems

Choose Company sign-in, rather than the generic Continue with Microsoft button, when your organization requires its approved connection. Use the organization’s required company sign-in option and the correct active company account. Check whether the browser selected a personal Microsoft or Google account instead.

Recover the company’s password or MFA through that provider or your company’s IT administrator. This does not reset the separate FTE Tree authenticator. Likewise, an FTE Tree email code or authenticator does not bypass required company sign-in.

If the required company provider is unavailable, contact your organization administrator and FTE Tree support. Guests, contractors, and emergency accounts also need the required company method while that requirement is in force.

Browser checks

Use a supported current browser with cookies and JavaScript enabled. Use one sign-in tab at a time. If a session notice opens sign-in in another tab, keep your original page open to preserve unsaved work, then return and choose Continue after signing in. A private window can help diagnose other sign-in problems; an extension that blocks sign-in redirects may need to be disabled temporarily. See Browser requirements.

After recovery

Review Sessions and use Sign out everywhere else if you need to end the other sign-ins. This ends all other sessions, including ones you recognize. Confirm your verified email and sign-in methods, replace a lost authenticator, and save new recovery codes. Then open the intended organization.

An inactive membership, expired invitation, removed role, or subscription restriction needs a separate correction. Ask the organization administrator if you can sign in but cannot enter or perform an action.

Get more help

Contact support when these steps do not restore FTE Tree access or verification repeats unexpectedly. Include the account email, sign-in method, exact message, approximate time and time zone, browser and device, and whether the problem occurred during sign-in or a later protected action. Leave all secret codes out.

Optional practice: find the step that is not working

For exercises that change records, use a separate practice organization and complete the preparation below.

Practice steps and checks
  1. Note where sign-in stops: provider login, FTE Tree MFA, invitation, organization choice, or an extra check for a settings change.
  2. Read the exact message.
  3. Check your account email and intended organization.
  4. Follow the matching recovery steps above.
  5. After recovery, open one record you are allowed to use.

Being signed in does not always mean you have active membership in a particular organization. An invitation or organization-access problem may need the administrator’s help.

Avoid repeated attempts that lock out a working administrator. If you need support, describe the failed step and message, and leave passwords and verification codes out.