This guide explains how to sign in to the Sova platform, including setting up multi-factor authentication (MFA) for the first time, logging in on subsequent visits, resetting your MFA, and resolving common login problems.
| Before you begin — you will need all three of the following |
| • Your username — provided when your account was created |
| • Your password — set by you; see the password requirements below |
| • A one-time passcode (OTP) — generated by your authenticator app |
| Note: All three credentials must be entered correctly. If any one of them is wrong, you will not be granted access. This protects your account from unauthorised access. |
Password requirements
Your password must meet all of the following rules. If it does not, you will not be able to set it or log in.
- Must not be similar to your username
- Must be at least 8 characters long
- Must contain at least one upper-case letter (e.g. A, B, C)
- Must contain at least one lower-case letter (e.g. a, b, c)
- Must contain at least one number (e.g. 1, 2, 3)
- Must contain at least one special character (e.g. £, @, !, #)
| Note: Both your username and your password are case-sensitive. SMITH and smith are treated as different values. Check your capitalisation carefully every time you log in. |
Logging in for the first time
The first time you log in to Sova, you will need to set up multi-factor authentication (MFA) using an authenticator app. This only needs to be done once.
| Note: If you do not already have an authenticator app installed on your phone, please install one before continuing. Common options include Google Authenticator and Microsoft Authenticator, both available free from your device's app store. |
- Open the Sova login page and enter your username and password exactly as they were provided to you, paying close attention to upper and lower case.
- Click Sign in.
- A QR code will appear on screen. Open your authenticator app and scan this QR code. This links Sova to your app.
- Once scanned, your authenticator app will display a 6-digit code labelled Sova. Enter this code in the OTP field on screen.
- Click Submit. You are now logged in.
| Warning: The QR code is shown only once. Once you have scanned it, do not delete the Sova entry from your authenticator app — you will need it every time you log in. If you delete it, you will need to contact Sova Support to reset your MFA. |
If you are asked for an OTP instead of seeing the QR code
This means your username or password was entered incorrectly and your MFA setup has not yet been completed. Go back and re-enter your credentials carefully, checking for capital letters and any typos. Once entered correctly, the QR code will appear.
Logging in after your first visit
Once your MFA is set up, follow these steps every time you log in.
- Enter your username and password, paying close attention to upper and lower case.
- Click Sign in.
- When prompted for your OTP, open your authenticator app and tap the Sova entry to view your current 6-digit code.
- Enter the code in the OTP field and click Submit.
| Note: OTP codes refresh every 30 seconds. If the code expires before you submit it, simply wait for the next code to appear in your authenticator app and use that one instead. |
Resetting your MFA
If you have requested an MFA reset from Sova Support, there is one important step you must complete before attempting to log in again.
| Warning: You must delete your existing Sova entry from your authenticator app before using your reset MFA. If you do not do this, your authenticator app will still show the old entry and the old codes — which will no longer work. This will prevent you from logging in. |
- Open your authenticator app and find the Sova entry.
- Delete the existing Sova entry from your authenticator app. The method varies by app — typically press and hold the entry, then select Remove or Delete.
- Return to the Sova login page and enter your username and password.
- A new QR code will be displayed. Scan it with your authenticator app to create a fresh Sova entry.
- Enter the new OTP code shown in your authenticator app to complete login.
Common problems and solutions
I am being asked for an OTP but I have not scanned a QR code yet
This means your username or password was entered incorrectly. Re-enter your credentials carefully — both are case-sensitive. Once entered correctly, the QR code will appear.
My OTP code is not being accepted
Check each of the following:
- Make sure you are using the Sova entry in your authenticator app, not an entry for a different service.
- Check that you have not recently requested an MFA reset without deleting your old entry — if so, follow the steps in the Resetting your MFA section above.
- OTP codes expire every 30 seconds. If the code timed out before you submitted it, wait for a fresh code and try again.
I have forgotten my password
Use the Forgotten password link on the Sova login page. You will receive an email which you must action within 5 minutes. Make sure your new password follows the password rules set out above.
I have deleted my Sova entry from my authenticator app by mistake
You will need to contact Sova Support to request an MFA reset. Once your MFA is reset, follow the steps in the Resetting your MFA section above to set it up again.
Related to:
- Getting Started
- MFA
- Authentication
- Password
- Login