Common Issues & Fixes

Solve frequent hiccups quickly so your focus stays on impactful security work. These fixes are based on NidFul support cases and lessons from our operational playbooks.

Login & MFA Problems

• Issue: OTP codes rejected.
  • Fix: Check device time synchronisation, switch to backup hardware key, or regenerate recovery codes.
• Issue: Lost hardware key.
  • Fix: Use recovery code and enrol a new key immediately. Require secondary approval for high-privilege accounts.

Submission Upload Errors

• Large video proofs may exceed the 100 MB attachment limit. Compress files or upload via secure cloud storage link inside the report.
• When uploads stall, check corporate firewalls or proxies; allowlist uploads.nidful.com.

Notification Delays

• Verify notification preferences under Settings → Notifications.
• For email, add notify@nidful.com to your allowlist.
• For webhook-driven alerts, monitor delivery status and rotate secrets if failures persist.

Integration Sync Issues

• Confirm API tokens still have valid scopes.
• Re-authenticate integrations after password or MFA resets.
• Use the Integration Health dashboard to spot rate-limit spikes or failed responses.

Payment Failures

• Double-check payout method details—account numbers, mobile money phone numbers, SWIFT codes.
• Ensure KYC verification is up to date; pending reviews pause payouts.
• Contact support with the payout reference ID for trace investigations.

Policy Publishing Errors

• Confirm required fields: scope, contact email, safe-harbor text.
• Check for formatting issues when pasting from Word or Google Docs; use Markdown-friendly editors.
• If legal review blocks publishing, use the built-in reviewer workflow to request edits.

Still stuck? Visit Additional Links & Support for status dashboards and escalation channels, or check the Frequently Asked Questions.