Here you'll find answers to the most common questions we receive about Interaxo Project.

How do I reset two-factor authentication (MFA) after getting a new phone?

When you get a new phone, your authenticator app (Auth0 Guardian or Microsoft Authenticator) loses access to the registered account. You need to contact support to reset your MFA registration so you can register the new device.

[Multi-factor authentication (MFA) – Interaxo Help center]

1. Contact Tribia Support by email using your email address, with the subject "MFA reset."
2. Support resets your two-factor authentication.
3. The next time you log in, you'll be prompted to set up MFA again.
4. Follow the on-screen instructions and scan the QR code with the authenticator app on your new phone.

Why is Interaxo Project slow or not responding?

Performance issues are usually temporary and caused by high server load or network disruptions. They typically resolve within a few minutes. Try the following before contacting support.

1. Reload the page (Ctrl+F5 / Cmd+Shift+R for a hard refresh).
2. Clear your browser's cache and cookies.
3. Try a different browser (Chrome or Edge recommended).
4. Check your internet connection.
5. If the issue lasts more than 15 minutes, contact support with a link/screenshot of the login and a description of what's happening.

Why can't I download files or documents?

Upload errors can have several causes: file size, browser issues, or temporary platform problems.

1. Make sure the file is under 2 GB — this is the maximum file size limit in Interaxo.
2. Make sure the file name isn't too long — very long names can cause errors.
3. Try uploading from a different browser (Chrome recommended).
4. Disable browser extensions that might interfere with the upload.
5. If uploading a PDF fails, check that the file isn't corrupted.
6. If the issue persists, contact support with the file name, file size, and the error message you see.

I can't get into Interaxo Project — what do I do?

Login issues can be caused by an incorrect username or password, an inactive account, MFA problems, or browser errors. Try the following steps before contacting support.

1. Double-check your username (email address) and password.
2. Use "Forgot password" on the login page to reset your password if needed.
3. If it says your account is disabled, see the next question.
4. If you can't complete two-factor authentication, your MFA may need resetting (see question 1 above).
5. Confirm that you've accepted the invitation and completed account activation.
6. Try a different browser or an incognito/private window.
7. Contact support with your email address if none of the above resolves the issue.

My account is locked or disabled — what do I do?

An account can be locked or disabled by an area administrator, with the error message "Login failed. The account is disabled or the account is locked out." This is one of the most common inquiries we receive for Interaxo Project.

1. Use "Forgot password" on the login page to reset your password and unlock the account.
2. If you've received an email saying the account is disabled, it means an administrator has disabled it manually. Contact your project manager (area administrator) to have it reactivated.
3. If none of the above resolves the issue, contact Tribia Support with your email address and a description of what's happening. We can provide you with a contact list of who your area administrator is so they can reactivate you.

How do I move an entry from one step to another?

If you're unable to move an entry between workflow steps, it's usually due to missing permissions or a sporadic platform error.

1. Confirm you have the correct role and permissions to progress the workflow. Contact your project administrator if unsure.
2. Check whether other users in the project are experiencing the same issue.
3. Note the exact error message you receive, ideally with a screenshot.
4. Contact support with a link to the folder/entry and the error message.
5. Support will investigate whether it's a permissions issue or a platform error and resolve it.