Error connecting the senhasegura app to MySafe

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This document provides guidance on resolving common issues when trying to connect the senhasegura mobile app to MySafe. Each issue is described with an error message, possible causes, and recommended solutions. Follow the step-by-step instructions to troubleshoot the problem.

Problem overview

Problem	Error message	Main cause	Solution
Problem 1	“It’s not possible to reach your senhasegura instance, please make sure you’re connected to internet and have access to your senhasegura instance.”	No connection to the senhasegura server. Incorrect configuration of the base URL in MySafe.	Solution 1 Solution 2
Problem 2	“An unexpected error occurred, please try again in a few moments or contact our support team.”	Incorrect URL configured in Orbit Server Manager.	Solution 3
Problem 3	“Invalid code”	Application incorrectly created as Extension type.	Solution 4

Solutions

Solution 1: Verify connection to senhasegura

Ensure that the device has a stable connection to the senhasegura server.

Step completion: after checking the connection stability, try connecting the senhasegura app to MySafe again. If the error persists, proceed to the next solution.

Solution 2: Review system settings and access permissions

Prerequisites: senhasegura instance administrator permission.

Attention

Ask the administrator to check system settings and your access permissions.

In the Products menu, access Settings > System parameters > Global > Access control.
In the Mobile app section, enable the Allow use by all users* and define the need to Require device approval*.
Next, in the Products menu, access MySafe > Global administration > Sharing options.
1. Enter an email for notifications related to MySafe.
2. In Base URL, enter the MySafe vault URL without the https://.
  Example: company.mt4.com
Info
The other fields on this screen are related to the External sharing feature, available only for the web version. More information in How to configure MySafe.

Step completion: after configuring the base URL, try connecting the senhasegura app to MySafe again. If the error persists, proceed to the next solution.

Solution 3: Check settings in Orbit Server Manager

Prerequisites: senhasegura instance administrator permission.

Attention

Ask the administrator to check the Orbit Server Manager settings.

In Orbit Server Manager, access Settings > Application.
Check if the application URL is configured correctly.
1. If necessary, click Edit in the upper-right corner and adjust the URL.

Step completion: after correcting the application URL, try connecting the senhasegura app to MySafe again. If the error persists, proceed to the next solution.

Solution 4: Check the created application type

In MySafe > My apps, click Add.
In Application type*, select Mobile app.
Click Save.

Alerta

If the Application type* option isn’t available, you don’t have permission to use the senhasegura app, and the generated QR code will only be valid for the extension. Request authorization from the administrator to use the mobile app.

Step completion: after checking and correcting the application type, try connecting the senhasegura mobile app to MySafe again.
If the error persists after following the instructions, contact technical support for further assistance.

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Problem overview
Solutions