Answers to the most common questions are shown below.
What is MFA?
MFA or Multi factor authentication, is an additional layer of security on an account that ensures you have not just the password, but also a second piece of information that is associated with your account (in this case, a 6-digit one-time code that you enter on log-in to MX).
Why are you implementing MFA?
MFA has become a common practice for securing online accounts both personally and professionally and it is widely recognised that it enhances security with minimal impact to the end user.
Where can I find help on setting up MFA?
There is a setup guide here and when you go through the process of enabling MFA, there will be a guided tour available to every user.
Do I need to use a specific authentication app with MX?
Where your corporate policy requires the use of an approved authentication app, please connect this to your MX account. Where no policy exists, seek guidance from your IT group. MX supports a wide range of MFA applications.
There is a known bug with the Microsoft Authenticator app on iOS, which may prompt you to to “overwrite” an existing MFA account - even when there is no conflict - when going through the setup for MX. If this happens, please cancel the setup.
Instead, first rename any existing MFA account that references your email address. Then rescan the QR code. The only other options are
1) Setup the account information manually using the 16-digit code from the MX MFA setup screen.
2) Use a different authenticator app - but please check with your local IT team.
This does not affect the Microsoft Authenticator on Android or any other authenticator app.
I have a personal phone and don’t wish to install an authenticator app. Is there an alternative?
Yes, but please speak to your IT group in the first instance, in case there is a corporate policy that you must follow. It is possible to authenticate from a laptop / workstation.
What are the backup codes?
On setup of your MFA account with MX, you will be prompted to record backup codes, which can be used to access MX in case of any problems accessing your registered MFA device (i.e. you lose, break or upgrade your phone). Keep these safe and then you will always be able to access MX. You can review active backup codes and generate new backup codes at any time from within MX. Please visit your Account information page.
Is MFA mandatory?
Each user can currently decide whether to enable MFA or not, but the adoption will be monitored and some of our customers may want to enforce MFA sooner than others.
I am having an issue with my app / authentication codes.
This is where having the backup codes will help you get into MX. If you do not have these, please follow the help steps after entering your password to see the nominated admin at the companies you are connected to. If you go through an MFA status reset, you will need to remove your MX account from your authenticator app and go through the process again.
If I delete the authenticator app from my phone, does that remove MFA from my MX account?
No, please do not delete your authenticator app until you have reset your MFA status, so that you can go through the process again. The only exception is if your authenticator app automatically backs-up.
I have changed phones and can no-longer access my authenticator app
If you have access to your backup codes, access your account and follow the information here to do a self-reset of your MFA status. You can then go through the MFA setup process again.
If you do not have your backup codes, you will need to request an MFA reset via your internal MX support team.
Who can help with MFA issues?
Speak to an MX admin at the company who provides MX to you. Information on how to view a list of admins here.