Question:
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Answer:
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Why are you adding Multi-Factor Authentication?
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We understand that adding an extra step to your login process might seem inconvenient, but it's for your protection. Multi-Factor Authentication (MFA) significantly enhances the security of your accounts by requiring multiple forms of verification before granting access. This added layer of security makes it much harder for unauthorized users to gain access to your accounts, even if they have your password.
By using MFA, you are protecting your information from potential threats such as identity theft and fraud. MFA ensures that only you can access your accounts, providing peace of mind and safeguarding your sensitive data.
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What's an authenticator app?
| An authenticator app is a mobile application that generates a unique, time-sensitive code used to verify your identity when you log in to an account. This adds an extra layer of security beyond just your username and password. Examples of authenticator apps include Microsoft Authenticator or Google Authenticator. |
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To scan a QR code with your authenticator app, follow these steps:
- Open the authenticator app on your device.
- Look for an option to add a new account or scan a QR code.
- Use your device's camera to scan the QR code displayed on your computer screen.
- The app will automatically add the account and start generating codes for you to use when logging in.
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Are you tracking things on my device now that I've downloaded this app?
| No, Bonterra does not track any personal information or activities on your device. The app you’ve downloaded only generates codes that you use to verify your identity when logging in to your accounts. Your privacy and security are important, and these apps are designed to protect your information. |
Is the app I downloaded a Bonterra app?
| No, the authenticator app you downloaded is not a Bonterra app. It is a third-party app that works with many different services, including Bonterra, to provide an extra layer of security for your accounts. Bonterra recommends using trusted authenticator apps like Microsoft Authenticator or Google Authenticator. |
I didn't get the Multi-Factor Authentication (MFA) email - what should I do?
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If you didn't receive the one-time email code when setting up MFA, try the following steps:
- Check your spam or junk folder to see if the email was filtered there.
- Make sure you are checking the correct email account that you used to sign up.
- If you still can't find the email, contact our support team for assistance. They can help you verify your email address and resend the verification email if needed.
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I lost my device/my device was stolen. How can I get back into my account?
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If you lost your device or it was stolen, follow these steps to regain access to your account:
- Use the recovery codes you saved when you set up MFA. Each of the codes can be used once to log in without your device.
- If you don't have your recovery codes, contact our support team for assistance. They can help you verify your identity and reset your MFA settings.
- Once your MFA settings are reset, you can set up MFA again with a new device.
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Why isn’t my recovery code working?
| If you’ve already used a recovery code to get into your account, that code won’t work a second time. You can try using another of your recovery codes or contact Support for assistance with resetting your MFA devices. |
I have a new device. How do I set up Multi-Factor Authentication for this device?
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If you still have access to your currently connected device, please use that to log in. From there, select "Edit Profile", then choose the "Multi-Factor Authentication: View Settings" link. After you've input your password, select "Add Device", then scan the QR code and complete setup.
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I don’t have access to a device that can download an authenticator app. How do I set up Multi-Factor Authentication?
| Utilizing Multi-Factor Authentication (MFA) is a security requirement for continued use of our platform. If you don’t have a smart device that allows you to download an authenticator app, please consider using a tablet (e.g., Microsoft Surface, Apple iPad). |
