Why am I having authentication problems when logging into Calmony or making payments?
Authentication issues are usually caused by using the wrong email address, entering the wrong authenticator code, or having an expired activation link. Check these common causes before contacting support.
If you are unable to log in or authenticate a payment in Calmony, the following checks will resolve most authentication issues.
Email address
Ensure you are using the email address that is registered on your staff record in agentOS. If you are unsure which email address is registered, check with your account holder or manager.
Authenticator codes
Calmony uses two separate authenticator codes — one for logging in and one for authorising payments. Make sure you are entering the correct code for the action you are performing. Entering the payment code at the login screen (or vice versa) will cause authentication to fail. For guidance on setting these up, see "How do I set up two-factor authentication for logging into Calmony?" and "How do I set up two-factor authentication for making payments in Calmony?"
Desktop authenticator
If you do not have a company mobile phone, a desktop authenticator app can be used as an alternative. Contact support@calmony.co for guidance on setting this up.
Expired activation link
If your initial activation link has expired before you were able to set up your account, contact your account holder to request a new one.
Access level requirement
To access Calmony within agentOS, your user account must have Finance or Owner security level. If you are unable to access the Calmony section in agentOS, ask your manager or account holder to check your permissions.
Password resets and lockouts
If you have been locked out of your account or need a password reset, see "What is the process if you need your password reset or you've been locked out of your account?".
For further help, contact support@calmony.co.