This article helps to troubleshoot cases when the Approve/Cancel buttons, within the Approval screen of the Futurae app or a Futurae white label app, are disabled (grayed out) and hence the user cannot approve/cancel the authentication or transaction confirmation attempt.
When an authentication or transaction confirmation session is created (through One-Touch, QR Code, or Mobile Auth URI factor), in most of the cases the authenticator app will present an Approval screen containing the login or transaction details. In particular, the screen contains the following information:
- Futurae Service name
- Futurae User name
- Session title
- Session creation date
- Session extra_info (which crucially contains the login or transaction details that the user has to verify before approving a particular login/transaction)
- "Approve" and "Cancel" buttons.
Here is an example of how an Approval screen is displayed by the Futurae mobile app.
Why are the buttons disabled?
Note how in the example above, the Approve and Cancel buttons are disabled and the small text below is prompting the user to scroll down. Whenever the authentication session includes the
extra_info field with information that cannot all fit in the user device screen (hence why we recommend that you keep the information provided in this field as succinct and to the point as possible), the buttons will consequently be disabled, in order to ensure that the user scrolls down and reads all the transaction details, prior to approving or rejecting it. This mechanism helps to prevent the user from promptly accepting a fraudulent transaction whose details do not match any transaction truly initiated by them.
Having said this, once the user scrolls until the end of the transaction details, the buttons become enabled and the transaction can be finally approved, assuming the user has verified its legitimacy (otherwise they should cancel it).
In case the user has indeed has scrolled until the end of the transaction details and still the Approve button is not working as expected, please get in touch with our support team at firstname.lastname@example.org or at support.futurae.com and provide the following details:
- Futurae User ID
- Timestamp of when the transaction happened and Futurae Session ID
- Description of the exact user steps and app behavior
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