Setting Up and Managing Multi-Factor Authentication (MFA)

Protect your account with Multi-Factor Authentication

Multi-Factor Authentication (MFA) adds an extra layer of security to your account. This guide will help you set up and manage MFA.

What is Multi-Factor Authentication?

MFA requires you to verify your identity using two or more methods:

• Something you know: Your password
• Something you have: Your phone or security key
• Something you are: Biometric data (fingerprint, face recognition)

Setting Up MFA for the First Time

Step 1: Receive Your Enrollment Invitation

When MFA is enabled for your account:

• You'll receive an email or be prompted during login
• Click the enrollment link or follow the on-screen instructions
• Have your mobile device ready

Step 2: Choose Your Authentication Method

Select from these common methods:

• Mobile App (Recommended): Authenticator app like Microsoft Authenticator, Google Authenticator, or Okta Verify
• SMS Text Message: Receive codes via text to your registered phone
• Phone Call: Receive an automated call with a verification code
• Security Key: Physical USB or NFC security key

Step 3: Set Up Your Authenticator App

If using an authenticator app:

1. Download the authenticator app to your phone
2. Open the app and select "Add Account" or scan QR code
3. Scan the QR code displayed on your computer screen
4. Enter the 6-digit code shown in your app to verify setup
5. Save your backup codes in a secure location

Step 4: Add Backup Methods

Always set up at least one backup authentication method:

• Register a second device or phone number
• Save backup codes in a secure place
• This ensures you can access your account if your primary device is unavailable

Using MFA to Sign In

With Authenticator App

1. Enter your username and password as usual
2. Open your authenticator app
3. Enter the 6-digit code displayed for your account
4. The code refreshes every 30 seconds, so enter it quickly

With Push Notifications

1. Enter your username and password
2. Check your phone for a push notification
3. Tap "Approve" or "Accept" in the notification
4. You'll be logged in automatically

With SMS or Phone Call

1. Enter your username and password
2. Select SMS or call as your verification method
3. Wait for the code to arrive via text or automated call
4. Enter the code on the login screen

Managing Your MFA Settings

Adding a New Device

To add another phone or device:

1. Log into your account settings or security settings
2. Navigate to MFA or Two-Factor Authentication section
3. Select "Add Device" or "Add Authentication Method"
4. Follow the setup process for the new device

Removing an Old Device

If you've replaced your phone or device:

1. Set up MFA on your new device first
2. Go to your security settings
3. Find the old device in your list
4. Select "Remove" or "Delete" for the old device

Changing Your Primary Method

To switch your default authentication method:

• Go to your account security settings
• View your authentication methods
• Select "Make Primary" or "Set as Default" on your preferred method

Troubleshooting MFA Issues

Not Receiving Codes

If you're not getting authentication codes:

• Check that your phone has cellular or internet connectivity
• Verify your phone number is correct in your account settings
• Ensure your phone can receive texts from short codes
• Check if your authenticator app needs to be updated
• Verify your device's time and date are set to automatic

Codes Not Working

If your authentication codes are rejected:

• Ensure your device's clock is synchronized (set to automatic time)
• Wait for the code to refresh and try the new code
• Double-check you're entering the code for the correct account
• Try an alternative verification method

Lost or Broken Phone

If you can't access your MFA device:

• Use backup codes you saved during setup
• Use an alternative authentication method you previously configured
• Contact IT Support immediately for MFA reset
• Be prepared to verify your identity through alternative means

New Phone or Factory Reset

If you got a new phone or reset your device:

1. Before wiping your old phone, remove MFA from your account or transfer it
2. If you've already reset, use backup codes to log in
3. Set up MFA on your new device
4. If you don't have backup codes, contact IT Support for help

Backup Codes

What Are Backup Codes?

Backup codes are one-time use codes that allow you to sign in if your primary MFA method is unavailable:

• Each code can only be used once
• You typically receive 10 codes
• Store them in a secure location (password manager, safe)
• Generate new codes after using several

How to Use Backup Codes

1. Enter your username and password
2. Select "Use Backup Code" or "Having trouble?"
3. Enter one of your unused backup codes
4. Set up MFA on your new device as soon as possible

MFA Best Practices

• Always set up multiple authentication methods
• Keep backup codes in a secure, accessible location
• Update your MFA settings before changing devices
• Don't share authentication codes with anyone
• Be suspicious of unexpected MFA prompts (could indicate someone trying to access your account)
• Never approve MFA requests you didn't initiate

Security Tips

• If you receive an unexpected MFA prompt, deny it and change your password immediately
• Enable biometric authentication on your authenticator app for extra security
• Regularly review your authentication methods and remove old devices
• Report suspicious MFA activity to IT Support right away

Need MFA Help?

If you need assistance with MFA, contact IT Support with:

• Your username or email address
• Description of the MFA issue
• What authentication methods you've tried
• Whether you have access to backup codes
• Your employee ID for verification