Some users cannot log into the MultiTrans App. Some of them cannot log in even if the option "Enable two factor authentication" is enabled in their provider profile.

The error shown in the mobile app is: "This device is not authorized." 

Summary: Unlink the user's device from their profile so that they can log in from the updated/new device.

1. Log into Flow as a Project Manager or Administrator, then select Providers > Manage:


2. Select the affected provider and then click Details:


3. Scroll to the bottom of the page and click Edit:


4. In the Security section, select the Unlink device option and then click Save at the bottom of the page:


5. The user can then log in again from the mobile app.

Upgrading from an older version of the mobile app can cause this issue. When a user logs into the app for the first time, it sends a unique 'device ID' to the server which is then stored in the database. Any subsequent login attempts from any other device will be rejected - this is by design. Updating the mobile app causes it to generate a new 'device ID', thus causing it to be rejected.

This means the issue will only occur once after upgrading from an older version of the app or after switching devices.

MultiTrans Mobile documentation:
https://docs.rws.com/785465/786468/sdl-multitrans/multitrans-mobile