Invited user gets "device verification failed" message

I invited a client’s IT company to access that company’s CF account. They follow the process of the invite (verifying their email address and trying to verify their device).
They keep coming up against an error message that says “device verification failed”

They tried to contact support but were told they couldn’t be helped because “the address is on a different domain than the account.”
Not sure where to go next to get them the access they’ve requested. I’ve had other IT companies do this in the past so I’m not sure what’s different this time.

Can you share that ticket number here?


Any news on this? Client is anxious to get access.

Thank you for the ticket number. The customer was instructed to reply to the ticket from the email address they provided.

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