How do I modify or clear out my MFA factors if I lose access to my authentication method?
A: To preserve the security of the accounts, you will not have access to clear out your own MFA factors in the event of a lost device. To reset/change factors, you’ll need to email: support@paymentsmanagerplus.com.
Can I enroll in both the authenticator app and text message?
A: No, you may only enroll in one authentication factor at this time. If you need to change the factor you are enrolled in, please see above FAQ regarding modification or resetting of user factors.
Do I have to authenticate at every login?
A: No, you may click Don’t ask me again for 45 days on this browser to only have to do this every 45 days. Please note that this feature is browser and device specific, so if you attempt to log in via a different browser or device, you will be prompted again. Also this feature does not function if you are utilizing incognito mode.
What is the timeout frequency of my logged in session?
A: You will be logged out after 20 minutes of inactivity.
What happens if the user cancels during the factor enrollment process?
A: You will be sent back to the application and receive an authentication failure notification. Upon a subsequent attempt to re-complete the enrollment process, you will start back at the beginning of the process.
What do I do if I don't receive my authentication code with text message authentication?
A: Click Resend to have another code sent to your mobile device. If you still don't receive the code, confirm the provided information is correct and try again. If the issue still persists, contact Support (Heartland Support / Payments Manager+ Development).
Are there any other factors available to authenticate with other than the authenticator app and text message?
A: Currently the only supported authentication factors are text message and authenticator app. Other factors, such as voice, may be added at a later time.
What if I don't have a cell phone?
A: You can opt for the Authenticator app and leverage the Authy desktop application.
What if the user doesn't want to provide their phone number for authentication?
A: You can opt for the Authenticator app and leverage the Authy desktop application.
Is there a maximum number of login attempts before a user is locked out of their account?
A: Yes, after 6 failed attempts on entering the incorrect email address and/or password at the first login screen, your account will be locked. Your account becomes unlocked after 30 minutes of idle time or can be quickly unlocked by the clicking Forgot Password.
Why isn't my “remember me for 45 days” working?
A: Because this is driven off of cookies, if your browser is not set up to accept cookies, you may need to enable this. It could also be because you are logging in from a different browser, different device, etc. and the remember me feature is device/browser specific.
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