How-to Guide

Click here to watch a video showing the steps on how to migrate to Twilio authy.

If you don't have the old phone with you, click here to request for authentication code reset.

If your code is incorrect confirm that you:

• used the code that corresponds right to the account you want to log in to.

• entered the authentication code before it expired

• have phone and laptop time to be in sync.

If your code is still incorrect, use the steps below to sync your Android device:

1. On your Android device, open the Google Authenticator app

2. You need to go to settings by tapping on three vertical dots in the top right corner.

3. Tap on “Time correction for codes.

4. Then tap on “Sync now”.

5. On the next screen, the app confirms the time is synced.

6. You can use your verification codes to sign in.

Please click here to see an animated image showing the steps

This will happen when you check the save password option on the VPN app.

Click here and go to the "How to change my saved password on OpenVPN client app" section to see how to uncheck the box or change your saved password. 

You are getting this error because you have entered the wrong password too many times.

To fix this;

1. Login into the Visitor account.

2. Connect your laptop to the internet.

3. You would receive an email from Jumpcloud on the steps to unlock your account.

Tip: If this happens during normal office hours Monday - Friday (8:00 AM - 5:00 PM), we would unlock your account within 30 minutes after you must have been able to connect the laptop to the internet.

To confirm if this has been unlocked, login to Jumpcloud, if you are able to log in, it means we have unlocked your account.

All staff is required to change their password at least every 90 days. You will either receive an email or a notification on your laptop when your password is about to expire.

If you have received an email stating that your password is about to expire its import then you change it immediately.

Note: Ensure that you take note of the sender's name and email address before accepting to reset your password, we currently use JumpCloud Notifications <notifications@tr.jumpcloud.com for the email>.

Click here and go to the "Changing your account password" section for steps on how to change your password

Please click here to see the steps to add your email to your mobile phones

Please see below the possible reasons for this error. 

1. The password and/or username provided aren’t correct.

2. The authentication code used is incorrect.

Note: The VPN username is usually the first part of your email. if your email is john.doe@teamapt.com, then your VPN username is john.doe, and your OpenVPN password is the same as your JumpCloud and Email password.

This will happen when you check the save password option on the VPN app.

Click here and go to the "How to change my saved password on OpenVPN client app" section to see how to uncheck the box or change your saved password. 

If you have received an email or system notification stating that your password is about to expire it's important that you check the email sender.

Please change your password If the email is sent by JumpCloud.

Note: Ensure that you take note of the sender's name and email address before accepting to reset your password, we currently use JumpCloud Notifications <notifications@tr.jumpcloud.com for the email>.

Click here and go to the "Changing your account password" section for steps on how to change your password.

This lockout is triggered when a wrong password is entered three times consecutively within 15 minutes. 

Wait for The lockout expires after 15 minutes, and log in with the correct details.

Note: The VPN username is usually the first part of your email. if your email is john.doe@teamapt.com, then your VPN username is john.doe, and your OpenVPN password is the same as your JumpCloud and Email password.

Follow the steps below to use the workplace chat on your mobile phone.

1. Add your work email to your mobile phone account, click here for the steps to do this.

For iPhone users:

2. Download and install the workplace chat from your app store if you haven’t done that.

3. Click on the login button, this will open your default browser.

4. Select your work email, and you will be directed to the workplace chat.

For Android users:

5. Switch to your work profile, then open to the play store in that work profile

6. Download and install the workplace chat from the work profile

7. Using the same work profile, download the "chrome beta" browser. (chrome beta is recommended because you may be unable to have 2 instances of the regular chrome browser)

8. Open the workplace app and click on login, this will direct you to the chrome beta browser

9. Select your work email, and you will be directed to the workplace chat.

If you are getting this error, please confirm that you are not using the dynamic  bundle (vpn.teamapt.com/Dynamic [bundled]) 

If you are, you will need to import your OpenVPN profile, click here and go to the "How to import OpenVPN client profile" section to see how to import your profile.

If you are planning to change your phone, you should transfer your google codes to your new phone.

Click here to see the steps on how to do that.

If you don't have the old phone with you, click here to request for authentication code reset.

You will need to select the affected account (Email, OpenVPN, JumpCloud) and get approval from your line manager/supervisor.