FAQ
Why are we enforcing MFA for all users?
To keep up with modern security standards, MFA improves security across the platform.
Single-factor authentication is an increasingly insecure log-in method.
Is there a session timeout for inputting a one-time password?
Yes, there is a session time expiry of 15 minutes.
Maximum incorrect attempts?
The User Login will be locked if there are more than 5 failed attempts within 60 seconds. Please contact your Admin - they will need to contact us on your behalf to request an Unlock.
What if I don't have a mobile phone?
If you cannot access a mobile device, you will not be able to complete the MFA set up, or log-in at this time. Please discuss further with your internal team, if you can receive a work phone, or other secure MFA hardware.
For security reasons, MFA applications are designed for smartphones. A personal, or work-issued mobile device is required for generating MFA codes. Note that the device should belong to you, and be easily accessible by you every time you log-in.
Can I use SMS code instead?
No. This is an increasingly insecure MFA method.
We already use SSO?
MFA is required on top of SSO. If your organisation is using SSO and has grounds for removing MFA, please contact your Account Manager directly.
What if we share a log-in?
This is no longer possible. Each User Profile will be tied to a Unique Device. Every user must have a unique log-in, and device.
Help!
Help! I'm having trouble!
Admin Users can re-set the MFA for your user log-in. The User will be prompted to start the MFA set up again, the next time they log-in.
As part of our policies, we cannot provide access for Users unable to set up MFA going forward.
Help! Its not accepting my Code!
If the User scans the QR code, and does NOT proceed to log-in, they will need to Delete from the App and start again. Session has expired, a new QR code will be given on next log-in attempt.
First, triple check that you are using the correct Code for your Swift Digital log-in.
Next, Delete from the App and start again.
- In the MFA app, delete the Swift Digital set-up. ('Swipe left' on the code, and hit the 'Bin' icon).
- Re-start the log-in process. (refresh the login page)
- You will be given a new QR code to scan.
Help! I cant scan the QR code! / My phone camera doesn't work!
Android: Send a screenshot to your phone
- (MFA app must already be installed)
- On your computer, take a screenshot of the QR Code shown
- Send it to your mobile device
- Save the QR Code image on your phone
- Open/view the image on your phone
- Tap and hold your finger on the QR Code
- You will see a prompt to use it in one of your MFA apps.
- Complete the set-up in the App.
Apple: Use a different phone, make sure you create a Log-In for the MFA app.
- You will need to use a different mobile device with a working Camera
- On that device: Download and/or open the MFA app
- If you do not have an Account for that MFA app, please create one in the app.
- Log-In to the MFA app with your email address.
- Now, proceed to scan the QR code for the Swift Digital MFA set-up.
- Complete your login.
- Now, on your personal device: Download and/or open the same MFA app
- Log-in to the MFA app using your email address.
- You should now see your MFA code already set-up in the app and ready for next time.
URGENT I NEED TO GET IN!
Use a temporary device
- Use ANY mobile device to follow the MFA set-up. (if no device, you are out of luck.)
- Complete your Log in to the Swift Digital Suite platform.
- Immediately delete your MFA set-up from that device.
- Request an Admin User in your account 'Reset MFA' for you via the Administration Module
- Next time you log in, please have your personal device with you.
Log-in to your MFA app (if user has previously set up MFA)
- Most MFA apps will have you 'Log in' with your email address.
- Logging in to your MFA app will show you any previous MFA set-ups that you have done.
- Make sure you're logged in, and are viewing the correct 'Account' (i.e. you may have a Personal and a Work account within the MFA app).
Contact your internal team for further advice.
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