Multi-Factor Authentication

As part of our ongoing commitment to provide the highest standard of protection for the iQ platform, and to maintain the security and confidentiality of our users, iQ is implementing multi-factor authentication (MFA) for all users.

Multi-Factor Authentication (MFA) refers to an extra layer of security that is added to the login process. MFA protects your iQ account by requiring a verification code before logging in. Once multi-factor authentication is set up, you’ll be required to enter your account credentials as usual and occasionally verify your identity with an additional verification code.

The standard timeframe between authentications will be 30 days. This may vary if you are logging in from another device or location.

Learn more:

HOW IT WORKS

SETTING UP MFA

FAQS

How it works

MFA relies on two forms of authentication: something you know and something you have with you. The something you know is your password. The something you have with you can be a mobile device or a phone. This means that even if your password is hacked, your account will remain secure.

You can set up multiple forms of authentication, and you will be asked to re-authenticate every 30 days or when you access iQ from a new device.

Available MFA methods: SMS/Text, Google/Microsoft Authenticator, or Voice Call.

 

Setting up multi-factor authentication

The on-screen prompts will take you through the process.

1. You will select your preferred MFA method: SMS/Text, Voice Call, or Google/Microsoft Authenticator.
2. Enter your account credentials and follow the steps listed. You will be asked to enter the generated authentication code from your chosen method of authentication.
3. Once the set-up is complete, you will receive an email from Okta confirming that multi-factor authentication has been enabled for your iQ Account.

If you have issues logging in please contact [e-mail].

SMS

1. Log in to iQ with your username and password.
2. Click the SMS / Text button.
3. Select or enter the country code for your mobile phone number.
4. Enter your mobile phone number and click Send Code.
5. Input the verification code sent via SMS.
6. Click Activate.
7. You will be logged into iQ.

Voice Call

1. Log in to iQ with your username and password.
2. Click the Voice Call button.
3. Select or enter the country code for your phone number.
4. Enter your phone number and click Call.
5. Input the verification code sent through voice call.
6. Click Activate.
7. You will be logged into iQ

Authenticator App

1. Download the Google Authenticator app or Microsoft Authenticator app if you have not already.
2. Log in to iQ with your username and password.
3. Click the Google / Microsoft Authenticator button.
4. Open your app on your mobile device and scan the QR code.
5. Input the verification passcode provided by your app.
6. Click Activate.
7. You will be logged into iQ.

 

Frequently Asked Questions (FAQ)

Need help? You might find the answer to your question below.

What are my authentication options?

Current options are outlined below:

Verification Method	Description
Verification Code (Microsoft or Google Authenticator Required)	The app will generate a verification code that updates every 30 seconds. You will be asked to enter the most current verification code in the sign-in screen.
SMS / Text Message	A text message with a 6-digit code is sent to your mobile device that you will then input to complete the authentication process
Voice Call	A voice call that will speak the passcode once answered or by voicemail (if setup) that you will then input to complete the authentication process

How often do I have to re-authenticate?

You will need to re-authenticate every 30 days or anytime you log in from a different device.

Should I register more than one method for authentication?

Yes, it is strongly recommended that you register at least two options. This allows you to use another form of verification if you don’t have access to your first choice.

You can add an additional factor by following these steps.

1. Log in to iQ.
2. Click on your name in the top, right corner.
3. Select My Factors.
4. Click on a factor not yet setup.
5. Follow on screen instructions.
6. Click Activate.

What if I forget my password?

You can reset or change your password from your browser in the normal process. This has not changed. Click here to reset your password.

Do I still need to remember any security questions?

Yes, if you use the forgot password option, you will need to enter answers to the security questions.

Can I turn off MFA authentication?

No, it is required for all users. If you delete all active factors in user settings, you will be prompted to setup a new factor the next time you log in.

I replaced my cell phone. How do I register my new cell phone for MFA?

You can update your MFA settings by doing the following.

1. Log in to iQ.
2. Click on your name in the top, right corner.
3. Select My Factors.
4. Select the trash icon next to the method you need to remove.
5. Click on a new factor to set up.
6. Follow on screen instructions.
7. Click Activate.

If I authenticate via SMS text message, would normal text messaging charges apply?

Yes, your normal text messaging charges would apply.

I don’t want to use my personal cell phone to authenticate. Do I have another option?

You can use a landline phone number instead of using an app or SMS option.

I have received an MFA authentication request, and I wasn’t trying to login! What should I do?

This could mean that your username and password have been compromised. You should change your password immediately in iQ and any other platforms where you use the same username and password.

My MFA/Passcode isn't working.  What should I do?

1. Check which MFA is being selected.
2. What are the exact steps that you are performing? Are there any screenshots that can be provided? (helpful for support if needed to troubleshoot)
3. How long did it take for you to receive the passcode?
4. For SMS and phone options, ensure that you have not blocked any recent/unknown phone numbers.