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


FAQ about the requirement for Multi-Factor Authentication with TrustedCare


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.

User-added image

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

Login screen with Alternative Authentication

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] .