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2FA and OTP setup and troubleshooting

Two-factor authentication (2FA) also referred to as multi-factor authentication, is required for login to Planability User Accounts. This is more secure than just requiring authentication by simple username and password.

Set your 2FA authentication method to SMS or email

You can update your preference from your Profile when logged in to Planability.

Manage your 2FA preference from you Profile:

  • Click on your name at the top right of the Planability Screen and select Profile.
  • Select your preferred Security Method.  There are two options available:

  1. via an SMS - the access code will be sent to your mobile device that is saved in your profile.

  2. via email - the access code will be sent to your email address saved to your Profile.

Your OTP SMS may appear from either Planability or CREDSYS as the sender.
Both are legitimate and used by our system. Please check messages from both when locating your code.

Your OTP Email will come from system@plan-ability.com.au

 

Logging in with 2FA

Login into your Planability account using your user.name and password

You can login on any device at: app.plan-ability.com.au/account/sign-in

When you click on the Login button, an Email or SMS with an Access Code is sent to you automatically.


Enter the code and Submit

Trust this Device for 7 Days

Whenever you login from a new device or browser, you will need to enter an access code.

If you are logging in on the same device and you don’t want to enter a code every time, select 'Trust this device for 7 Days' before you Submit.  Planability will remember this device and you will not be asked for a code for the next 7 days.

2FA and OTP Troubleshooting

If you are having trouble receiving or using your One-Time Password (OTP), follow the steps below to resolve common issues.

My OTP code hasn't arrived by SMS

1. Check your messages
Look for SMS messages from Planability or CREDSYS
Check that your phone has signal and is able to receive messages
Ensure your inbox is not full

2. Wait and request a new code
OTP messages can take a short time to arrive
If it doesn’t arrive after a minute, click 'Back to Login' to resend a code to your email or phone.

3. Confirm your mobile number
Make sure your registered mobile number is correct in your account
Contact your organisation admin or our Customer Support Team at support@credsys.com.au if you’re unsure.

4. Check for blocked messages
Ensure your device or mobile provider is not blocking unknown or automated senders
Some devices may filter these messages into spam.

My OTP code email hasn’t arrived

If your email takes longer than 2-3 minutes to arrive

  • start by refreshing your email Inbox.

You can also

  • check your junk or spam folder and mark any 2FA emails as ‘not spam’
  • add system@plan-ability.com.au to your address book or trusted sender list
  • star, flag, or mark your 2FA emails as important. This tells your mail provider that you want these messages

If your code is not accepted
The code will expire after 5 minutes, click 'Back to Login' to resend a code to your email or phone.  Check that you’ve entered the latest OTP received.

I don’t have access to my phone

If the code is automatically sent to your phone, and you temporarily don't have access to it, please contact our Customer Support Team at support@credsys.com.au to update your 2FA preference to your Email address. 

Invalid Token
If you see an error message 'Invalid Token' first check that the code has not expired. It is valid for 5 minutes.

Invalid Token is often caused by a different date and time setting on the device you are using to login to the time in devices' location. Check the date and time settings on your device.

On an iPhone access this from Settings > General > Date and Time, and the toggle should be on Set Automatically.

On an Android Phone access this from Settings > General Management > Date and Time > Automatic Date and Time (toggle on)

FAQS

Do I need to enter a 2FA code every time I sign in?

Whenever you login from a new device or browser, you will need to enter an access code.

If you are logging in on the same device and you don’t want to enter a code every time, select 'Trust this device for 7 Days' before you Submit.  Planability will remember this device and you will not be asked for a code for the next 7 days.

How do I change my 2FA email address?

If you use email as your 2FA delivery method, your access codes are sent to the email address saved in your Planability Profile.  If you want to change this address, you will need to login to Planability and update your profile.

If you no longer have access to the email address saved to your profile and cannot access your 2FA code to login, please send an email to support@credsys.com.au with your old email address and new email address and a contact phone number. We will need to call you to verify the update.

What if I change my mobile number?

If you are logging in and using Email as your 2FA, you can update your phone number in your Profile.

If you are using SMS as your 2FA method and no longer have access to your saved phone number, please contact support@credsys.com.au and request an update.