> For the complete documentation index, see [llms.txt](https://oten.gitbook.io/pass-support/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://oten.gitbook.io/pass-support/faqs/oten-pass-faqs.md).

# Oten Pass - FAQs

### 1. Getting Started <a href="#id-1.-getting-started" id="id-1.-getting-started"></a>

**1.1 What is Oten Pass?**

Oten Pass is a security app that helps you:

* Sign in to your organization’s systems
* Verify your identity (2FA, passkey, biometric)
* Approve security requests (e.g., sign-in or sensitive actions)
* Manage your account security

***

**1.2 Do I need to create an account?**

No. Your account is provided and managed by your organization.

***

**1.3 What should I do after first sign-in?**

You should:

* Set up authentication methods (passkey, authenticator, etc.)
* Set up recovery options (email, backup codes, etc.)
* Enable app lock (Face ID / passcode)

***

### 2. Sign-in & Authentication <a href="#id-2.-sign-in-and-authentication" id="id-2.-sign-in-and-authentication"></a>

**2.1 How can I sign in?**

Depending on your organization’s settings:

* Email + password
* Passkey
* Two-step verification (2FA)

***

**2.2 Why am I asked for additional verification (2FA)?**

Your organization requires extra verification to protect your account.

***

**2.3 I’m not receiving an OTP code. What should I do?**

* Check your device time is correct
* Make sure you’re using the correct authenticator
* If the issue persists, contact your organization admin

***

**2.4 Which authentication method should I use?**

* Passkey → fastest and most secure
* Authenticator → reliable fallback
* Biometric → used for sensitive actions

***

### 3. Passkey <a href="#id-3.-passkey" id="id-3.-passkey"></a>

**3.1 What is a passkey?**

A passkey allows you to sign in without a password using your device (Face ID, fingerprint, etc.).

***

**3.2 Should I enable passkey?**

Yes. It provides a faster and more secure sign-in experience.

***

**3.3 What happens if I change my device?**

Your passkey may sync across devices via Apple/Google. Otherwise, you may need to set it up again.

***

### 4. Biometric Verification <a href="#id-4.-biometric-verification" id="id-4.-biometric-verification"></a>

**4.1 When do I need to verify my face?**

For high-security actions, such as approving requests or accessing sensitive features.

***

**4.2 I completed verification but can’t use it. Why?**

Possible reasons:

* Your biometric setup is still under review
* Your organization has not approved it yet

***

**4.3 Can I retry biometric verification?**

Yes. You can repeat the verification process if needed.

***

### 5. Authenticator <a href="#id-5.-authenticator" id="id-5.-authenticator"></a>

**5.1 Can Oten Pass replace Google Authenticator?**

Yes. Oten Pass can generate OTP codes for supported services.

***

**5.2 What happens if I lose my phone?**

You may lose access to your OTP codes. Make sure you:

* Set up recovery options
* Save backup codes

***

### 6. Approval & Security Requests <a href="#id-6.-approval-and-security-requests" id="id-6.-approval-and-security-requests"></a>

**6.1 What is a “Sign-in request”?**

It’s a request asking you to confirm a login or security action.

***

**6.2 Should I approve every request?**

No. Only approve requests if:

* You initiated the action
* The device and location look correct

***

**6.3 What if I approve the wrong request?**

* Contact your admin immediately
* Change your password if necessary

***

**6.4 Why did my request expire?**

Requests are time-limited for security. You’ll need to retry the action.

***

### 7. Device & Session <a href="#id-7.-device-and-session" id="id-7.-device-and-session"></a>

**7.1 Can I use Oten Pass on multiple devices?**

Yes, if allowed by your organization.

***

**7.2 What does “session expired” mean?**

You’ve been signed out due to your organization’s session policy.

***

**7.3 I see an unfamiliar device. What should I do?**

* Change your password immediately
* Contact your admin

***

### 8. Activity Log <a href="#id-8.-activity-log" id="id-8.-activity-log"></a>

**8.1 What does the activity log show?**

* Sign-in activity
* Password changes
* Approval/rejection actions
* Device, IP, and location

***

**8.2 I see activity I don’t recognize. What should I do?**

This may indicate suspicious activity:

* Change your password
* Notify your admin

***

### 9. Security Settings <a href="#id-9.-security-settings" id="id-9.-security-settings"></a>

**9.1 What security features should I enable?**

* Passkey
* Authenticator
* App lock
* Recovery methods

***

**9.2 What is app lock for?**

It protects the Oten Pass app if someone accesses your device.

***

**9.3 What is a security key?**

A physical device used for secure authentication.

***

### 10. Recovery <a href="#id-10.-recovery" id="id-10.-recovery"></a>

**10.1 I forgot my password. What should I do?**

Use “Forgot password” or contact your admin.

***

**10.2 I lost all my authentication methods. Can I recover my account?**

Yes, via:

* Admin reset
* Trusted contact
* Recovery methods (if configured)

***

**10.3 What are backup codes?**

Backup codes allow you to sign in when other methods are unavailable.

***

### 11. Third-party Apps <a href="#id-11.-third-party-apps" id="id-11.-third-party-apps"></a>

**11.1 Why do other apps require Oten Pass?**

Your organization integrates Oten Pass for secure authentication.

***

**11.2 Is Oten responsible for third-party apps?**

No. Oten only provides authentication. External apps are managed separately.

***

### 12. Privacy & Data <a href="#id-12.-privacy-and-data" id="id-12.-privacy-and-data"></a>

**12.1 Can my organization see my activity?**

Yes. Oten Pass is designed for organizational use, and admins may monitor activity.

***

**12.2 Does Oten store my biometric data?**

* Biometric data may be temporarily stored for verification
* It is then converted into a secure format for future matching

***

### 13. Security Tips (Important) <a href="#id-13.-security-tips-important" id="id-13.-security-tips-important"></a>

**13.1 How can I keep my account secure?**

* Never approve unknown requests
* Never share OTP codes
* Always check device and location before approving

***

**13.2 Can my account be compromised?**

Yes, if:

* You approve a malicious request
* Your device is compromised
* Your credentials are exposed

***

### 14. Support <a href="#id-14.-support" id="id-14.-support"></a>

**14.1 Who should I contact for help?**

* Account issues → your organization admin
* App issues → Oten support (<support@oten.com>)