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What is Two Factor Authentication?

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 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:



    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 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.

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.

Manage trusted devices

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.


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