Summary
Read this for information about the requirement for Multi-Factor Authentication when logging in to TrustedCare
Overview
Read this for information about the requirement for Multi-Factor Authentication when logging in to TrustedCare.
This article provides Frequently Asked Questions about Multi-Factor Authentication (MFA) with TrustedCare, including OTP delivery methods, login behavior, account access, password reset guidance, and support contact information.
Key Information
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:
- Log in at this link and select the Authenticator tab.
- Click the “ Add ” link at the top left side to add the new authenticator and delivery methods.
- 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].
Known Issues / Limitations
MFA Requirement:
Multi-Factor Authentication is now required to securely access the TrustedCare portal. Users are not able to opt out.
OTP Requirement Per Browser Session:
For each browser session, users are required to log in with a One-Time Password.
SMS Authentication Guidance:
SMS is NOT recommended for receiving One-Time Passwords. Receiving the OTP through email or using Soft Token authentication are best practices.
Shared Credentials:
All users must have their own account. Login credentials for TrustedCare cannot be shared.