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Knowledge Base

Multi Factor Authentication (MFA) on Customer Connect (74603)

Last Updated: 1/21/2020Categories: How toTotal Views: 29048Language:
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Details

This article provides information about Multi Factor Authentication (MFA) within Customer Connect. For MFA on Cloud Service Portal (CSP) please refer to our Product Documentation.
Multi-factor authentication (MFA) is a security enhancement that requires you to present two pieces of evidence - your credentials - upon signing in. These credentials can be something you know such as your password, and something you have such as an application that generates a one-time passcode. MFA helps protect access to data and applications by adding an extra layer of security.
To secure your Customer Connect profile with MFA, you download an authentication application to your mobile device. This creates a virtual MFA device. The application generates a six-digit authentication code that is compatible with the time-based, one-time password standard. You use this code together with your e-mail address or customer number and password to log in to Customer Connect.
When you set up MFA for your profile, you receive a set of 10 recovery codes. Save these codes to a safe place. You'll need them to sign in if you don't have your MFA device nearby, or if you have lost it.
Note: MFA settings changed in CSP or Customer Connect will be synced across both portals and associated login pages.
Topics covered:

To set up Multi Factor Authentication (MFA)

Deactivating Multi Factor Authentication (MFA)

Turning off Multi Factor Authentication (MFA) without deactivating the device

Regeneration of recovery codes

Device re-name

How Do I Troubleshoot MFA When I Can't Sign In

Solution

Enabling Multi Factor Authentication (MFA):

To set up Multi Factor Authentication (MFA):

Login to Customer Connect

Hover over your name and select Profile

Under My Profile select Security

Download an authentication application from your device’s app store before launching the activation steps below. Please refer to KB 74684 (What Two -Factor Authentication Application can I use for Customer Connect and VMware Cloud Services?)

Click on Activate MFA Device

Activate your virtual MFA device.

Scan the QR code using the authentication application and enter passcode from authentication application.

Once the device is set up you will receive a set of recovery codes in case MFA device can not be accessed at login in the future.

Once successfully set up you will see a success message

Deactivating Multi Factor Authentication (MFA) device

To deactivate Multi Factor Authentication (MFA):

Login to Customer Connect

Hover over your name and select Profile

Under My Profile select Security

Click on Deactivate MFA Device

Complete deactivation by entering Customer Connect Password

Turning off Multi Factor Authentication (MFA) without deactivating the device

To turn off Multi Factor Authentication (MFA):

Login to Customer Connect

Hover over your name and select Profile

Under My Profile select Security

Click on the motion slider button to turn off MFA

To save the setting please enter you Customer Connect password

Regeneration of recovery codes

To regenerate recovery codes:

Login to Customer Connect

Hover over your name and select Profile

Under My Profile select Security

Click on Regenerate Recovery Codes

In order to continue you must enter your Customer Connect password

You will get a new set of recovery codes in case the MFA device can’t be accessed at login in the future.

Device re-name

To rename your device:

Login to Customer Connect

Hover over your name and select Profile

Under My Profile select Security

Click on the pen icon next to current device name, update device name.

Confirm your changes by clicking the check icon

How to Troubleshoot MFA when I can't sign in

When you activate MFA for your Customer Connect, you receive a set of 10 recovery codes. You can copy these codes, download them and even print them, but you must save them to a safe place.

If you don't have your MFA device at hand, or if you have lost it, you can use one of your recovery codes to sign in. On the Customer Connect log in page click Troubleshoot MFA

Insert one of your recovery codes to sign in.

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