Introduction

This article applies to all users. This article will describe troubleshooting difficulties with multi-factor authentication (MFA), including editing MFA preferences, resetting MFA preferences, and finding additional support.

Description

Editing MFA Preferences

MFA preferences, such as the email, phone, or SMS number that up-level authentication codes are sent to, are configured in Core Secure Access. 

1. Navigate to Core Secure Access Admin
2. Using the hamburger menu in the upper left corner of the screen, navigate to the My Profile menu, then select the MFA tab.
3. Click on the 2-step verification method desired (SMS, phone or email), click the slider to green to indicate that this option is selected
4. Click the Send passcode button
5. Enter the passcode in the Step 2 box and click the Validate button
6. Once the Validte button turns green, the MFA preference is now validated and selected as the preferred method.

Resetting MFA Preferences

On the up-level authentication screen, click the Help? link.

The current MFA preference will be displayed. You can choose to have a new code sent through the preferred method by clicking the Retry button.

If the current MFA method is no longer valid (e.g. email or phone is inaccessible) click on the Click here link to select a different MFA method.

Select the desired MFA method, then click Submit. Note that the email address and phone number are based on the data already stored in the user profile.

Additional Support

If your profile information is out of date and the email and phone number are no longer valid, please get in touch with your security administrator to update your profile.

Note: OpenText support is not able to update your profile or change your MFA options.