Sign-in FAQ

This article provides answers to frequently asked questions about signing in and authenticating your Boards account.

I cannot access my Boards site. I receive an error message that my sign-in credentials are incorrect. How can I identify the correct site name, username or sign-in email, and password?

Use the following guidance to check your sign-in credentials:

Site name

Identify your site name at the top of the screen. If this is not the site you want to access, select Back to site name. You’ll be taken to the site name screen.

Enter the required site in the Site name field, and then select Continue. If you don’t remember the site name, select Forgot site name?, then follow the instructions to recover it.

Username or sign-in email

Confirm your username or sign-in email are correct for the site you want to access.

Note

Diligent recently introduced sign-in emails to replace usernames. Try using your sign-in email instead of your original username.

Password

Your sign-in credentials consist of a username or sign-in email and password. Check which password you are using in combination with your username or sign-in email.

If you don’t remember your sign-in credentials, select Forgot your sign-in credentials? at the bottom of the screen, then follow the instructions to reset your password or recover your username or sign-in email.

Note

You can use a third-party password vault solution to store and use your sign-in credentials securely.

What is multi-factor authentication (MFA)?

MFA provides an extra layer of security that protects an account even if its password is compromised. When enabled, Boards provides two types of MFA:

  • Device authorization An advanced security option available for the app-based versions of Boards, such as iOS, that allows your board materials to be accessed only by pre-approved devices. It provides extra security by limiting board site access only to specific PCs and tablets. Before you can access a site from your device, you will need to contact either a site administrator or Diligent Global Support for a one-time authorization PIN. This process must be repeated for every device that is used for signing in.

  • Two-factor authentication (2FA) This method requires you to enter a verification code when signing in to Boards. There are two authentication methods that can be used to obtain this verification code: sms text and authenticator app. The authentication method is configured at site level.

What authentication methods are available for signing in to Boards?

  • SMS text message You will be prompted to enter an SMS verification code when signing in. This code is automatically sent to your phone during the sign-in process. You need to have a phone number associated with SMS authentication before you can receive the SMS code. Contact your administrator for more information.

  • Authenticator app An authenticator app is a mobile security app that you download on your phone or tablet. It generates a temporary verification code that you enter when signing in to your account. You can download any authenticator app of your choice for signing in to Boards. For more information, refer to Authenticator app FAQ.

How is authentication enabled for my account?

  1. Your administrator may require you to register a mobile phone number or set up an authenticator app as part of your account setup.

  2. Follow the sign-in screen prompts during your first sign-in or when your site first enables authentication.

  3. If you need to update your authentication settings, contact Diligent Support.

What if I lose access to my registered device or authentication app?

If you lose access to your registered device or authenticator app, contact Diligent Support. They can assist you with account recovery and resetting your authentication method.

Can authentication methods differ between multiple sites?

Yes. If you are a member of multiple sites, each site may have a different authentication method. Therefore, you need to follow the method that has been configured for the site that you're signing in to. You may also be prompted for authentication when switching between sites, depending on the site’s security policies.

I’m still having trouble accessing my account. How can I contact Diligent Support?

Please contact us at one of our global offices as soon as possible or call Client Support: +1 973 939 9381.