MFA USER EXPERIENCE
Once MFA is activated by Careficient, the user will experience the following steps when logging into the Careficient product:
After the user enters the Org Code, User Name, and Password and selects the Sign in button, a new screen displays asking them how they want to receive the confirmation code. Options can show an email address and/or one/multiple phone numbers entered in the user’s Associate master file. The user selects either the email address or a phone number that can receive text messages.
Once they decide the method of delivery, select the Send Code button.
The Enter Code screen displays. The user should check their email/text for the authentication code and enter the code they received in the box provided.
After they enter the code, select the Submit button.
The user is now logged in to the Careficient application.
Users will need to authenticate again:
- when there is a change to their IP address (unless this is setup to be bypassed, see the IP Address Changes section above)
- when the agency requested number of days between authentication requests is met
If the user did not receive a code, they can select the Resend Code link.
TROUBLESHOOTING
For emails:
- Make sure the email on file is correct
- Check Spam and Junk mail folders as the email may be in one of
these folders
For texts:
- Check to make sure your phone number on file is correct and that it can receive text messages
- Check to make sure your ROAMING is not active (it still might work using ROAMING, but this could be one of the possibilities holding up text messages)
- Make sure your phone has active service (i.e., not in airplane mode or some other mode that indicates you are disconnected/have no service; “No Bars” might be another indicator)
- If you are connected to a WiFi, make sure you have a connection; or disconnect/reconnect to the WiFi
- If you have no Wi-Fi service, disconnect from the Wi-Fi as this could stop you from receiving text messages