FAQ
Access and authentication
Why can’t I log in?
Why can’t I log in?
Double-check your email and password. If needed, use password reset from the login page.
If you were previously active, your session may have expired and you need to sign in again.
Where do I enable MFA?
Where do I enable MFA?
Go to profile ->
Security, then click Enroll MFA, scan the QR code, and confirm with a 6-digit code.I’m having trouble with MFA codes. What should I do?
I’m having trouble with MFA codes. What should I do?
Ensure your device time is set automatically, because MFA codes are time-based.
If the issue continues, use a backup code or ask an admin to help reset your factors.
How do I use backup codes?
How do I use backup codes?
Go to profile ->
Security -> backup codes, generate a set, and store them securely offline.How do I change or remove my authenticator app?
How do I change or remove my authenticator app?
Go to profile ->
Security, disable the current factor, and enroll MFA again with the new app.Why does my session expire automatically?
Why does my session expire automatically?
Session expiry is a security control and can also happen when you sign in from another device.
Permissions and members
I’m seeing 'Access denied'. What does it mean?
I’m seeing 'Access denied'. What does it mean?
Your role likely does not include permission for that page or action. Ask an admin to review your role.
How do I invite teammates?
How do I invite teammates?
Open
Settings -> Members, click Invite member, enter work email, assign role, and send.
Only admins can invite members.How can I fix a permission issue?
How can I fix a permission issue?
Ask an admin to review your role and role-based permissions in workspace settings.
Watchlists and data visibility
How do I add watchlist items?
How do I add watchlist items?
Open
Settings -> Watchlists, choose the relevant tab, click Add indicator, complete details, and save.Why is my watchlist item 'In review'?
Why is my watchlist item 'In review'?
New or updated indicators can trigger manual review to validate authorized and compliant monitoring.
How do I switch domains in the app?
How do I switch domains in the app?
Use the domain selector in the top-right. Pages refresh automatically to the selected domain context.
Why am I seeing no results?
Why am I seeing no results?
Confirm watchlists contain the expected indicators and clear filters that might be hiding data.
Reports and exports
Can I export data?
Can I export data?
Yes. Go to
Reports -> Create report, choose type, date range, format, and export.Why does my export fail?
Why does my export fail?
Some report types require a selected indicator first. Export permissions can also depend on role and subscription.
Which export formats are supported?
Which export formats are supported?
CSV, Excel, and PDF.Where do I find past report files?
Where do I find past report files?
Go to
Reports -> Generated to re-download or delete previous exports.Alerts and support
Where are my alerts?
Where are my alerts?
Open
Notifications to view and filter alerts by type, date, and context.How do I control email and in-app alerts?
How do I control email and in-app alerts?
Go to profile ->
Notifications (or notification settings) and choose categories and channels.Do I need MFA?
Do I need MFA?
MFA is strongly recommended to reduce account takeover risk.
How do I get help?
How do I get help?
Use the in-app support chat icon to contact the Defendis support team.