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Multi-Factor Authentication (MFA) refers to an extra layer of security that is added to the login process.
MFA relies on two forms of authentication: something you know and something you have with you. The something you know is your password. The something you have with you can be a mobile device or email access. This means that even if your password is hacked, your account will remain secure.
For the first time the on-screen prompts will take you through the process.
SMS
Authenticator App
Phone Call
Need help? You might find the answer to your question below.
What are my authentication options?
SMS: A text message with a 6-digit code is sent to your mobile device that you will then input to complete the authentication process.
Phone Call: A phone call that will speak the passcode once answered or by voicemail (if setup) that you will then input to complete the authentication process.
Email: An email message with a 6-digit code is sent to your registered email address that you will then input to complete the authentication process.
Google or Microsoft Authentication: The app will generate a verification code that updates every 30 seconds. You will be asked to enter the most current verification code in the sign-in screen.
Should I register more than one factor for authentication?
Yes, it is strongly recommended that you register at least two options. This allows you to use another form of verification if you don’t have access to your first choice.
You can add an additional factor by following these steps.
If I have setup multiple factors, may I choose where the code will be sent?
Yes, the multi-factor authentication screen will display a drop down with your enabled factors for you to choose from.
How often do I have to re-authenticate?
You will need to re-authenticate every 30 days or anytime you log in from a different device.
Will I be asked to re-authenticate before 30 days?
Possibly. Some of the most common reasons you could be asked to re-authenticate more frequently depend on your web browser settings. You may be asked to re-authenticate if your settings do not store cookies or if your web browser is set to clear cookies and cache upon every logout. Another common reason is a change in location.
May I set the date and/or time when I will be asked to re-authenticate?
No, the re-authentication “clock” starts at the date of your last successful authentication and is set to a 30-day timer that cannot be adjusted.
If I authenticate via SMS text message, would normal text messaging charges apply?
Yes, your normal text messaging charges would apply.
If I choose Phone Call, does the phone number have to be a landline phone?
No, the Phone Call factor will call a landline or cellular device and provide the code via Voice.
Please note, if your landline answers to a directory or menu, you may or may not receive the code. The Phone Call factor is not designed to select menu options and delay time cannot be adjusted.
I don’t want to use my personal cell phone to authenticate. Do I have another option?
You can register your email address associated with your User ID instead of using an app or SMS option.
If I authenticate via Email, may I change the email address the code will be sent to?
No, the Email factor does not provide the option to enter an email address. The code will be sent to the email address associated with your User ID.
How do I change the email address for my User ID?
Go to My Account and then Change Settings (under the My Settings header). The Email field is located on the right side of the page. After you enter your email address, be sure to click Update to save your changes.
I have not received my MFA email with the passcode. What should I do?
My phone number changed. How do I register my new cell phone for MFA?
You can update your MFA settings by doing the following.
I have received an MFA authentication request, and I wasn’t trying to login! What should I do?
This could mean that your username and password have been compromised. You should change your password immediately in ipage and any other platforms where you use the same username and password.
My MFA/Passcode isn't working. What should I do?
What if I forget my password?
You can reset or change your password from your browser in the normal process. This has not changed. Click here to go to the log in screen to reset your password.
Do I still need to remember any security questions?
No. As a part of this additional security protection we will no longer require security questions.
Can I turn off MFA authentication?
No, it is required for all users. If you delete all active factors in user settings, you will be prompted to setup a new factor the next time you log in.
If you need to set up additional ipage users, please click here for step-by-step instructions. Please note, only administrators can add new users.
