Issue with authenticator for some respondents

Question

Some of the respondents to our surveys are having trouble with the authenticator/pre-fill login ID.  Our second survey has pre-fill responses from the first survey and most participants are able to open the second survey (sent through an email task) and complete the survey with no problem.  Other people seem to be stopped by the authenticator and are getting message like this at the start of the survey:  'unable to log in with the information provided'. 'unable to log in failed attempt too many times'.  Any ideas on how to solve this would be appreciated. Thanks!

AmaraW · Accepted Answer

Hi there janelayden ! I am so sorry about the trouble your users have had with the authenticator! If you haven't already, I’d recommend reviewing this support page on authenticator settings and error messages to help you get started. If you still have questions after reviewing the linked support pages, you'll want to reach out to theSupport team, as they are best equipped to help answer questions and provide support! 😊

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