Multi-factor authentication enhances your online security beyond just a username and password by requiring you to provide two or more verification factors every time you sign in or make changes to your account.
Multi-factor authentication adds an extra layer of security to your account, making it more difficult for unauthorized individuals to access your personal information, even if they know your password.
Yes, identity verification is required each time you sign in to ensure the security of your account.
When setting up multi-factor authentication, you can choose one or more secure options for your second verification factor. These options include:
- SMS: a one-time passcode will be sent to your mobile phone number via text message.
- Phone call: a one-time passcode will be sent to your phone number via a phone call.
- Authenticator app: you can set up a dedicated app to generate time-sensitive verification codes. Codes are generated locally on your device and cannot be intercepted.
- Biometrics: if your device supports biometrics, you can verify your identity using your device’s built-in fingerprint or facial recognition.
Yes, you can choose multiple verification methods. You can add new methods in your profile under Security preferences > 2 Step Verification.
If you lose access to your verification method (for example, lose your device), you can use one of your other registered methods to sign in. If you don't have another method set up, contact our customer support team at 1-888-534-1836, available Monday to Friday from 8 a.m. to 8 p.m. EST.
If you receive a one-time verification code without attempting to sign in, it could be a sign of unauthorized access. Please contact our customer support team immediately at 1-888-534-1836, available Monday to Friday from 8 a.m. to 8 p.m. EST.
If your account is locked due to failed sign-in attempts, you can unlock it by resetting your password. Here’s what to do:
- Go to the Sign-in page and click ‘Forgot your password?’
- Enter your registered email address or username.
- Complete the verification steps.
- Set a new, strong password.
- Click 'Reset password' and receive an email confirmation.
- Sign in with your new password.
Your password must include at least 12 characters and contain at least 3 of the following:
- Lower case letters (a-z)
- Upper case letters (A-Z)
- Numbers (0-9)
- Special characters (e.g., !@#$%^&*)
If you don't have a mobile phone, you can choose to receive one-time passcodes via a phone call to your landline.
No, you cannot enroll multiple phone numbers for verification.
Yes, you can use an international phone number, although standard messaging and data charges may apply depending on your phone plan.
No, your phone number will only be used for verification purposes.
An authenticator app generates time-sensitive one-time verification codes for multi-factor authentication.
Authenticator apps generate a six- to eight-digit code that changes every 30 seconds. When setting up multi-factor authentication, the app is linked to your account via a QR code. During sign-in, you must enter the code displayed on the app to verify your identity.
Some popular authenticator apps include:
- Google Authenticator
- Microsoft Authenticator
- Authy
- Okta Verify
- Duo Mobile
- Creation: We set up your biometric credentials when you add a new device to your account. This process usually involves registering a biometric factor like your fingerprint or face ID.
- Storage: Your biometric data is securely stored on your device to ensure it can't be easily accessed or stolen.
- Usage: When you access a service that supports biometric multi-factor authentication, you'll use your registered biometric, like your fingerprint, to sign in.
Authenticator apps are typically free and standard SMS and call charges may apply based on your phone plan.
If you have any further questions or experience issues, please contact our customer support team at 1-888-534-1836, available Monday to Friday from 8 a.m. to 8 p.m. EST. We are here to assist you with any concerns regarding your account security.