What is Two Factor Authentication?

What is Two Factor Authentication?

Note: Two Factor Authentication can be referred to as 2FA, Multi-Factor Authentication, or MFA.

Two Factor Authentication is an optional security measure for an account that requires the entry of an additional code, received as an SMS text message or email, after logging into an account with a login name and password. The code can also be generated using an authenticator app.

Note: It is recommended to create separate logins for additional users as Two Factor Authentication associates a username with a specific phone number or email address. For more information, see Create a new login.

How Two Factor Authentication works:

When Two Factor Authentication is activated:

  1. Upon login to the Customer app or Customer website, a text message or email containing a randomly generated code is sent to a specified recipient. A code can also be generated using an authentication app. From there, the code is necessary to log in. The following are example codes that can be sent.

    Text message:

    Verification_code.jpg

    Email:

    Two Factor Authentication New Device.PNG
     
  2. Upon successful login, the user is prompted with a message asking if the device is a trusted device.
    • If Trust Device is selected, then the Two Factor Authentication process is not started upon login for that specific device.
       
      Note: Clearing cache using a browser on a trusted device may require the device to be trusted again.
       
    • If Skip is selected, the device remains an un-trusted device and requires a code to be submitted every time someone uses the device to log into that account.
       
      Note: On the Customer app, the mobile device is automatically trusted upon the initial login with Two Factor Authentication. 

      Trust this Device.PNG
       
  3. Lastly, the user will be presented with a list of any recognized devices that have been used to access their account recently and they will have the option to trust selected devices. The Two Factor Authentication process will not be required upon login for trusted devices.

For information about enabling Two-Factor Authentication on your account, see Enable Two Factor Authentication.

Reset Two Factor Authentication

If you cannot log into your account, you can reset Two Factor Authentication using your email address while logged out. 

Additionally, Two-Factor Authentication can be reset while logged in, or it can be disabled and reenabed for your account. If you are unable to login, you can reset your configured Two-Factor Authentication if you configured it using SMS or the Authenticator app.


To reset Two Factor Authentication while logged out:icn-chevron-down.svg
  1. Log into the Customer website or Customer app.
  2. In Enter Verification Code, click or tap Down next to Don't have access to your device?.
  3. Select to reset Two-Factor Authentication or to contact your service provider:
    • If you have access to your email address associated with the login:
      1. In Option 1: Reset Two-Factor Authentication, click or tap Reset 2FA to send a reset link to the email address associated with the login.
    • If you do not have access to your email address associated with the login:
      1. In Option 2: Contact your Service Provider, use the contact information listed to contact your service provider.

Note:  The ability for you to reset their own Two-Factor Authentication configuration is available only if you use SMS or an authenticator application.

To reset Two Factor Authentication using the Customer app:icn-chevron-down.svg

Note: If you have changed your phone number or email address, see If you change your cell carrier, phone number, or email address.

  1. Log into the Customer app.
  2. Tap Menu.
  3. Tap Login Information. 
  4. Tap Two Factor Authentication.
  5. Tap to select the Two Factor Authentication method to reset.
  6. Tap Disable.
     
    Note: Only the selected Two Factor Authentication method will be disabled. This option will not disable Two Factor Authentication in general.
     
  7. Tap Confirm.
  8. Tap Two Factor Authentication to begin the enrollment process using updated SMS phone number or email information.
  9. To enable Two Factor Authentication, select Text Message, Email, or Authentication app.
     
    Note: It is recommended to set up Two Factor Authentication using multiple methods. If multiple methods cannot be enabled, contact your service provider.
     
    • To enable Two Factor Authentication for text message:
      1. Tap Text Message.
      2. Tap Next.

        Mobile Two Factor Authentication Enable.PNG
         
      3. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code. 
      4. Using the Country dropdown menu, select either USA or Canada. 
      5. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number that will receive the Two Factor Authentication confirmation code.
         
        Note: The Provider dropdown menu displays the full list of Two Factor Authentication compatible cellular carriers.
         
        • If the carrier is not listed, select Other.

          Mobile Two Factor Authentication Phone Number.PNG
           
          Note: This displays the full list of Two Factor Authentication compatible cellular carriers.
           
      6. Tap Send to send the verification code to the mobile number entered. 
      7. In Verification Code, enter the code that is provided in a text message to the mobile number entered. 

        Mobile Two Factor Authentication Verification Code.PNG
         
      8. Tap Verify. 
    • To enable Two Factor Authentication for email:
      1. Tap Email.
      2. In Send Verification Code, verify the correct email is displayed. For more information about how to update the email address, see Change an email address. 
      3. Tap Send. 

        Mobile Two Factor Authentication Email.PNG
         
      4. In Verification Code, enter the code that is provided in the received email.

        Mobile Two Factor Authentication Email Code.PNG
         
      5. Tap Verify. 
    • To enable Two Factor Authentication using an authentication app:
       
      Important: An authenticator app is required to complete this process and the steps may vary based on the authenticator app in use.
       
      1. Tap Authentication App.
      2. Generate an authentication code:
         
        Note: The Duo authenticator app may experience unexpected behavior and it is recommended to use an alternative authenticator app.
         
        • Use an authenticator app to scan the QR code or manually enter the code provided on the Customer app or Customer website into the authenticator app.
      3. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
      4. Click Next.
  10. In Device Name, enter the desired name for the device that will be trusted. 

    Mobile Two Factor Authentication Trust this Device.PNG
     
  11. Tap Next. 
  12. In Linked Devices, tap Trust next to any additional devices that can be trusted.
  13. Tap Done.
To reset Two Factor Authentication using the Customer website:icn-chevron-down.svg

Note: If you have changed your phone number or email address, see If you change your cell carrier, phone number, or email address.

  1. Log into the Customer website. 
  2. Click Settings. 
  3. Click Login Information.
  4. Click Two Factor Authentication.
  5. Click to select the Two Factor Authentication method to reset.
  6. Click Disable.
     
    Note: Only the selected Two Factor Authentication method will be disabled. This option will not disable Two Factor Authentication in general.
     
  7. Click Confirm.
  8. Click Two Factor Authentication to begin the enrollment process using updated SMS text message or email information.
  9. To enable Two Factor Authentication, select Text Message, Email, or Authentication app.
     
    Note: It is recommended to set up Two Factor Authentication using multiple methods. If multiple methods cannot be enabled, contact your service provider.
     
    • To enable Two Factor Authentication for text message:
      1. Click Text Message.
      2. Click Next. 

        Two Factor Authentication Customer Website.PNG
         
      3. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code. 
      4. Using the Country dropdown menu, select either USA or Canada. 
      5. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number that will receive the Two Factor Authentication confirmation code.
         
        Note: The Provider dropdown menu displays the full list of Two Factor Authentication compatible cellular carriers.
         
        • If the carrier is not listed, select Other.
           
          Two Factor Authentication Phone Number.PNG
           
      6. Click Send to send a verification code to the mobile number. 
      7. In Verification Code, enter the code that is provided in a text message to the mobile number. 

        Two Factor Authentication Verification Code.PNG
         
      8. Click Verify.  
    • To enable Two Factor Authentication for email:
      1. Click Email.
      2. In Send Verification Code, verify the correct email is displayed. For more information about how to update the email address, see Change an email address.
      3. Click Send.

        Two Factor Authentication Email Code.PNG
         
      4. In Verification Code, enter the code that is provided in the received email.

         Two Factor Authentication Email Code Sent.PNG
         
      5. Click Verify. 
    • To enable Two Factor Authentication using an authentication app:
       
      Important: A mobile device with an authenticator app is required to complete this process and the steps may vary based on the authenticator app in use.
       
      1. Click Authentication App.
      2. Generate an authentication code:
         
        Note: The Duo authenticator app may experience unexpected behavior and it is recommended to use an alternative authenticator app.
         
        • Use a mobile device with an authenticator app to scan the QR code or manually enter the code provided on the Customer app or Customer website into the authenticator app.
      3. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
      4. Click Next.
  10. In Device Name, enter the desired name for the device that is accessing the account.
    • If the device is trusted, click to select Trust This Device. 

      Two Factor Authentication Trust Device.PNG
       
  11. Click Next.
  12. In Linked Devices, click Trust next to any additional devices that can be trusted.
  13. Click Done.

    Manage trusted devices

    To manage trusted devices using the Customer app:icn-chevron-down.svg
    1. Log into the Customer app.
    2. Tap Menu.
    3. Tap Login Information. 
    4. Tap Two Factor Authentication.
    5. Tap Details next to the device name.
    6. Make the desired changes:
      • To rename the device, enter the desired device name, then tap Save.
      • To delete the device, click Delete Trusted Device, then tap Confirm.
    To manage trusted devices using the Customer website:icn-chevron-down.svg
    1. Log into the Customer website. 
    2. Click Settings. 
    3. Click Login Information.
    4. Click Two Factor Authentication. 
    5. Click Details next to the device name.
    6. Make the desired changes:
      • To rename the device, enter the desired device name, then click Save.
      • To delete the device, click Delete Trusted Device, then click Confirm.

    If you change your cell carrier or no longer have access to the phone number or email address:

    If you change your cell carrier or no longer have access to the phone number or email address that was set up with your Two-Factor Authentication, the feature must be disabled and then re-enabled with yournew cell carrier, phone number, or email address. If you are unable to log in, it must be disabled by your service provider.