Follow these steps if you're having trouble receiving the email with a one-time passcode
If You Don’t See Your One-Time Passcode
- Double-check your email inbox. You should have received a message from FMG Suite Notifications <no-reply@fmgsuite.com> that looks like this:
- Check Your Spam or Junk Folder. Sometimes, our emails accidentally end up there.
- Double-check Your Email Address. Occasionally, you may look in the incorrect email inbox for the one-time passcode email. The email address that we sent the message to can be double-checked here:
- If the MFA One-Time Passcode is being sent to the wrong email address, there could be several reasons:
- Incorrect Email Address: The email address linked to your FMG account might be incorrect. Click here to learn more about updating your email address.
- Recent Email Update: If you've recently updated your email address in your FMG account, it can take up to 24 hours for our system to recognize the change. In the meantime, check your old email address for the MFA code.
- Email Forwarding: Check if email forwarding is enabled with your email provider, as this could redirect emails to a different inbox.
- Wait a few more minutes. We know this is a painful request, but occasionally, there might be a slight delay. Waiting a few more minutes to receive the one-time passcode email may do the trick. Coffee anyone?
- Safelist these emails. The following email addresses are used for FMG's email delivery. Add these emails to your email contacts or safelist:
- no-reply@faulknermediagroup.com
- postmaster@email00.fmgsuite.com
- notifications@email00.fmgsuite.com
- no-reply@fmgsuite.com
- Safelist this IP Address. Check with your IT team to ensure that this static IP address is correctly tagged in your network infrastructure.
- 159.135.236.21
- Start over. If you still haven’t received the code, starting the login process over should help. This link will take you to the first step of the login process.
- Delayed Passcode: If the MFA code takes over 10 minutes to arrive, try manually refreshing your email inbox or adjusting your inbox refresh rate settings. If the issue persists, consider reaching out to your email provider for further assistance.
Important Note: Sharing Login Credentials
Users who share login credentials may encounter difficulties with multi-factor authentication (MFA) as the passcode is sent to a single email address and must be forwarded to the user attempting to log in.
There are two workarounds available:
- Best practice: We recommend that admins create unique subusers for anyone using the FMG account. (Check out this article to learn how to add subusers.)
- Alternative: Instruct your IT team to create a shared inbox for all team members using shared credentials. Then, use this email address for the login credentials.
If you need further assistance, give us a ring at (858) 251-2420 and our team is happy to help. We’ll start with the steps above and go from there to get you on your way.