Problem

FAQ about the requirement for Multi-Factor Authentication with TrustedCare

Summary

Read this for information about the requirement for Multi-Factor Authentication when logging in to TrustedCare

Frequently Asked Questions: Multi-Factor Authentication (MFA) with TrustedCare

Q: Why are you enabling MFA for TrustedCare?

A: Using Multi-Factor Authentication (MFA) enhances your organization's security by requiring additional factors to verify a user. Because usernames and passwords have proven to be vulnerable to attack, Entrust is proactively enabling MFA on our portals to ensure a higher degree of security for your business and personal data.

Q: What delivery methods can I choose other than email for OTP?

A: Soft Token and SMS are optional delivery methods; you can update your settings by following these steps:
1. Log in at this link and select the Authenticator tab.

2. Click the “ Add ” link  at the top left side to add the new authenticator and delivery methods.

3. After you’re set up to use SMS notification, you’ll be able to select Alternative Authentication on the login screen.

To add a mobile number to your account : email [email protected] .

Note : SMS is NOT recommended for receiving One-Time Passwords. Receiving the OTP through email or using Soft Token authentication are best practices.

Q: What happens if I do not receive the One-Time Password (OTP) email?

A: First, add the contact [email protected] to your Safe Sender list.

• Check your Junk and SPAM folders to make sure the email did not end up there.
• If you still cannot find the email, contact [email protected] for help.

Q: Can I opt out of using MFA?

A: No; you are not able to opt out. Multi-Factor Authentication is now required to securely access the TrustedCare portal.

Q: Will I need to add the OTP every time I log in?

A: Yes; for each browser session, you are required to log in with your One-Time Password. But during that browser session, you can move among Entrust platforms without having to re-enter an OTP.

Q: Can we share our login credentials for TrustedCare?

A: No, all users must have their own account. There is no cost associated with each TrustedCare user account, so you can add as many users you need within your organization.

Q: I can log in to one platform, but when I try to go to another, I get an error. Why?

A: Contact [email protected] for help.

The reasons for these errors can vary; for example, this could happen if contact information within a platform is out of sync or outdated, or it’s possible that the link you’re using is incorrect.

Q: I don’t remember my username. How do I get help?

A: Your Entrust User ID is your business email address.

Q: How can additional employees from my company gain access to Entrust platforms?

A: See your Primary Administrator for TrustedCare, or your Sales Representative. For help, email [email protected] .

Q: How do I get help with my login or other issues?

A: Email [email protected] for any issues.

Q: How can I reset my password?

A: Click the link Password locked or forgotten? that appears after you enter your username.

Q: When I try to log in, I get an error stating “Access to the application is denied or user does not have the required authenticators.”

A: You are using the correct user ID, but there’s an issue with the configuration of your MFA. Contact the support team at [email protected] .