As mentioned on this post, we’ve been rolling out new password settings across all our appspots to better align with OWASP standards. First, thank you for your participation and patience, we’ve been making great headway, and along the way you’ve also helped us identify areas for improvement. 

In an effort to remain transparent, we wanted to share some info on issues and experiences we’ve identified, and provide steps on how to remedy them, should you be impacted. Please follow the steps below but should you require any further assistance, don’t hesitate to reach out to Workiva Support.

I’ve been locked out due to password attempt limits

In an effort to prevent brute force hack attempts at your accounts, Workiva will not allow more than six (6) failed password attempts. After hitting this limit, your username will be locked out for a set amount of time and you will receive an email notifying you so. 

The quickest fix here is to contact Workiva Support who have access to unlock your username so you may retry. They can also reset your password if you need.

We understand that there can be some confusion as you cannot currently preview your password to ensure it is correct, nor do we call out how many times you have until lock out. We also know that many of you do not know your Admin to request them to unlock your username.

Workiva is working to improve both the auto-generated lockout email to have name and email of an admin to reach out to, and also to the the login page by adding a “Show Password” option that will allow you to see your password and verify that it’s correct. Stay tuned to Release Notes for those updates.

My username says it is suspended

There can be occurrences where your username becomes suspended. This is usually because your username no longer belongs to an organization, or you have been inactive for some time. Either way, in this state, you cannot change or reset your password until you are reinstated. 

To resolve this issue, you will need the assistance of a Workiva Super Admin to regain access. Contact Workiva Support with this request and once reinstated, you can follow the steps to login and set a new password.

There is too long a delay in receiving the OTP email

As part of the new password changes, for unrecognized browsers, when you enter your password, the system will send a 6-digit authentication code to your email, which is only valid for 10 minutes. In some instances, the time in which it took to reach your company email server exceeded this limit and the code is therefore no longer valid.

If this issue persists we recommend connecting with your internal IT team and we are happy to provide additional support if needed. 

My company has a bot/robotic process that is interfering

In rare cases, your company may be deploying a “bot” or Robotic Process Automation (RPA). The short and simple version is these bots are designed to operate with predefined parameters and if there is a change in one of those parameters, the bot can fail.

If this is the case for you, to address you will need to reprogram the RPA. Workiva Support is happy to guide you through this process, should you need any help.

Should you run into any additional issues not mentioned above or you have any questions for us just contact Workiva Support. Thanks again for your partnership and have a great day!