Frequently Asked Questions about the Security Upgrade

Why does the login page look different?
We have upgraded the login page and continue to make upgrades to our platform to bolster your security and overall user experience. You can still sign in using your existing Screenrights email address.

I use more than one Screenrights app. What does this mean for me?

The upgraded login keeps you signed in across Screenrights apps in the same browser session. For example, if you sign in to one app, you may not need to sign in again when opening another.

You may still be asked for MFA when your session expires or when the app needs to confirm it is still you.

Will I lose data?

No, this upgrade only changes how you sign into the app. You will still be able to access your account, including your titles, claims, and all other saved information upon sign-in.

Can I use my existing password?

You may be asked to reset your password.

I did not receive the email code. What should I do?

Try these steps:

1. Make sure you entered the email address that is registered to your Screenrights account. If you're unsure
2. Check your spam or junk folder.
3. Wait a few minutes and try again.
4. If you still do not receive the email, contact support.

My Multi-Factor Authentication code does not work. What should I do?

You may be using your old Screenrights verification code that's still saved in your multi-factor authentication app.

When you first logged in after the system upgrade, you were prompted to set up a new authentication code. Check your authenticator app to see if there's another code for Screenrights.

If you still cannot access your authentication code, use the MFA reset page. 

I did not receive the SMS code. What should I do?

Try these steps:
1. Check that your phone has mobile reception.
2. Wait a few minutes. SMS delivery can be delayed.
3. Make sure your phone number is correct.
4. If the code still does not arrive, try resetting your multi-factor authentication method 

I have exceeded my Password attempts. How can I sign in?

For security reasons, we impose a limit on the number of times you can attempt to sign in to 5 attempts. If you have exceeded this limit, try signing in again after 15 minutes have passed.   

If you're still unable to sign in, make sure you're using the correct email address by checking your inboxes for any emails sent from Screenrights. If you're using the correct email, try resetting your password.

Please contact support if you are still experiencing issues.

What do I do if I receive an email that my MFA was reset, but I didn't do it? 

This email is automatically generated whenever MFA is reset on your account. Please contact support immediately.

When should I contact the support team?

1. If you still cannot access your account, after checking you're using the correct email and resetting your password.
2. If your email or SMS codes did not arrive after several tries.
3. If you think someone else may have reset your MFA.
4. If you are stuck and cannot log in after following all of the recommended steps.

When you contact support, please include the following:

• Your Screenrights email address

• Your full name 

• The name of your Screenrights workspace or the name of your organisation

• A short description of where you are stuck (e.g. login page, forgot password, MFA).