I received an email from identity@eidacentral.com asking me to reset my password. Is this legitimate?

Yes, this is a legitimate email from EIDA. We’ve switched to a new login system using Auth0, and resetting your password is part of this update.

That said, it’s always good practice to stay cautious. If you ever receive an unexpected email about your EIDA account, take a moment to double-check the sender and the content before clicking any links. When in doubt, contact our support team at support@eidacentral.com

I can’t log in to EIDA (my username and password aren’t working)

EIDA has recently moved to a new login system using Auth0, which means all users need to update their password.

1. Check your inbox for an email from identity@eidacentral.com with the subject: “Welcome to EIDA Solutions” with instructions to “Create password for [project name]”.
2. Click the link in the email to reset or update your password.

If the link has expired, follow the steps in the FAQ titled “My password reset link has expired – what should I do?”

If you don’t see the email, check your junk or spam folders.

I’m a new user and have been added to a project. I received two emails. What should I do?

Start by setting your password using the email from identity@eidacentral.com. Once that’s done, open the email from support@eidacentral.com and click the project link to access your project.

I’m trying to log in through the app, but I’m seeing a “Server Error: Please contact support for more information” message — what should I do?

This error usually means your app version is out of date.

Go to the Play Store (Android) or App Store (iOS) and update to the latest version of the EIDA app.

Once updated, try logging in again. If you’re still seeing the error after updating, please contact our support team at support@eidacentral.com.

My password reset link has expired – what should I do?

Password reset links expire after 5 days. If your link has expired, you can easily request a new one.

To do this:

1. Open the login screen for the project you want to access.
2. Click “Forgot Password”.
3. You’ll receive an email from identity@eidacentral.com with the subject “Change password for [your project name]”.
4. Click the Reset Password button in the email and follow the instructions to set a new password.

Once completed, you’ll be able to log in as normal.

How long does my EIDA session stay active?

Your session remains active in the background from the time you log in. If you close EIDA without logging out, your session will still be valid and you can reopen it without needing to log in again.

However, sessions are time sensitive. If you haven’t interacted with EIDA for an extended period, your session may time out and you’ll be prompted to log in again.

If you manually log out, you’ll always need to enter your credentials the next time you access EIDA.

I work across multiple projects on different servers in EIDA, how do I access them all?

You can access all of your assigned projects across different servers by clicking the Project dropdown at the top of the screen. This allows you to switch between them easily without needing to log in again.

What happens if I’m added to a new project?

You’ll receive an email from support@eidacentral.com confirming you’ve been added to a new project, along with a direct link to access it.

If you’re already logged into EIDA, simply refresh the page and the new project will appear under your Active Projects.

If you’re not logged in, click the link in the email to go straight to the project.

Why am I being asked to accept EIDA’s Privacy Policy?

We’re rolling out an updated Privacy Policy to all users as part of a system-wide process. Even if you’ve accepted a previous version, you’ll need to review and accept the latest version to continue using EIDA. This helps ensure everyone is aligned with how we handle data and privacy.

Why can’t I log in from the app?

Check your inbox for an email from identity@eidacentral.com with the subject “Welcome to EIDA Solutions” with instructions to “Create password for [project name]”. Follow the steps in the email to reset your password.

Once your password is updated, you’ll be able to log in through the app as normal.

If you’ve reset your password but still can’t access the EIDA App, please contact our support team at support@eidacentral.com for further help.

How do I log in with Multi-Factor Authentication (MFA)?

MFA will continue to work as normal. The switch to Auth0 does not affect your existing MFA setup. If MFA is enabled on your project, you’ll need to use an authenticator app to log in:

1. Open your authenticator app (e.g. Google Authenticator or Microsoft Authenticator).  If you don’t have one yet, download it from the Play Store (Android) or App Store (iOS).
2. When prompted, scan the QR code shown on screen to add your EIDA account.
3. Your app will generate a 6-digit code.
4. Enter this code into the MFA field when prompted and click Submit Code to log in.

I’m already logged in, why am I being asked to enter an MFA code when I switch projects?

If you’re switching from a project that doesn’t require Multi-Factor Authentication (MFA) to one that does, you’ll be prompted to enter your MFA code.

Open your authenticator app and enter the current 6-digit code when prompted. This will happen each time you move between a non-MFA project and one that has MFA enabled.

Why am I being asked to create another Offline PIN?

Offline PINs are device-specific. If you’re using multiple devices, you’ll need to create a separate Offline PIN on each one.

Do I need to create an Offline PIN for projects on the same server?

No. You only need to set up an Offline PIN once per user, per device. If you’re added to another project on the same server, you won’t be prompted to create a new Offline PIN.

I forgot my Offline PIN, what should I do?

To reset your Offline PIN, make sure you’re connected to a Wi-Fi network.

You won’t need to enter your previous PIN. Once you’re logged in and online, you’ll be able to reset it directly from the app.

I spotted a bug in EIDA. Is this related to the new login process?

The Auth0 update only affects how you log in. If you notice any other issues or bugs in the system, they’re not connected to this change. Please report them through the usual support channels.

Multiple users are using the same email address to work in EIDA, what should we do?

With EIDA’s new Single Sign-On (SSO) login process, each user must have their own unique email address and login credentials.

If multiple users are currently sharing the same email and/or password, each person will need to be set up with their own email address to continue accessing EIDA.

Please contact your project admin to update user access.