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How to set up and troubleshoot Multi-Factor Authentication (MFA) on OneForma

Table of Contents:

What is MFA? Setting Up MFA for the first timeSetting up MFA If you have completed MFA in the legacy OneForma Setting up MFA If you have not completed MFA in legacy OneForma Common issues and how to fix them When to Contact Support 

Multi-Factor Authentication (MFA) is an extra layer of security that helps protect your account from unauthorized access. This guide will walk you through the process of setting up MFA and provide solutions for common issues you may encounter along the way. 

What is MFA? 

 MFA requires you to verify your identity through two steps:  

  1. Your password (something you know). 
  2. A code sent to your mobile device or generated by an authentication app (something you have). 

This ensures that even if your password is compromised, your account stays secure. 

Setting Up MFA for the first time

MFA is now part of the account creation process for all new users.

  1. Log in to your OneForma account.
  2. Go to Account Settings > Navigate to the “Security” section.
  3. Enable MFA > Click on the “Enable MFA” button.
  4. Choose your MFA method > Use an authentication app like Google Authenticator or Authy. You can also opt to receive codes via SMS if preferred 
  5. Save your recovery key > Once prompted, note down your recovery key and store it securely. This key is essential if you lose access to your MFA device. You can also find it later in the Security tab of “My Profile.”  
  6. Complete the setup > Verify the setup by entering the code sent to your selected device. 

Setting up MFA If you have completed MFA in the legacy OneForma 

Step 1: Reset Your Password 

  1. When you visit my.oneforma.com on any web browser, on first login, you must click Forgot Password? to reset the password. 
  1. Enter your email ID and click Submit. After submitting the email ID, you will receive an email with an OTP (One Time Password). 
  1. Enter the OTP on the login page and click Submit. 
  1. Update your account with the new password of your choice. After the password reset is successful, the system will show that your password is successfully reset.  
  1. Click Go to Login. 

Step 2: Log in and Complete MFA  

  1. Enter the Username and Password and click Log in. 
  1. Enter the MFA code from the Authenticator app that you have already downloaded while registering for the first time.  
  1. Click Submit. 

After you log in, you reach your Profile Setup page.  

Setting up MFA If you have not completed MFA in legacy OneForma 

In case you have an account in the Old OneForma system, but you haveNOT configured MFA, then follow steps listed in Step 1: Reset Password.  

Step 1: Reset Password 

  1. When you visit my.oneforma.com on any web browser, click Forgot Password? to reset the password. 
  1. Enter your email ID and click Submit. After submitting the email ID, you will receive an email with an OTP (One-Time Password). 
  1. Enter the OTP in the space provided and click Submit. 
  1. Update the new password as per the guidelines mentioned. After the password reset is successfully completed, the system displays a confirmation message.  
  1. Click Go to Login. 

Step 2: Log in and Complete Multi Factor Authentication Set up 

  1. Enter your Username and Password and click Log in. The MFA page will then open. 
  1. Read the instructions carefully. 
  1. Here, you can download either Google or Microsoft Authenticator Apps from App Store (iPhone) / Google Play Store (Android) to your mobile device. 
  1. Open the authenticator and click the ‘+’ sign. 
  1. Using your device’s camera, scan the QR Code, select account as personal, save the authenticator account name, and then use the code generated to fill in the Step 4 field . 
  1. Click Verify. 
  1. After you click Verify, you will have an option to save the recovery code for future use. Save it in a secure and accessible place, as this code is important and will be needed if you lose access to the Authenticator app. 

After you successfully log in, you will be directed to Profile Setup page. 

Common issues and how to fix them 

1. If your MFA code does not work 

In this scenario keep refreshing the authenticator and try a new code. Note that the time out for every code is shown on the app. This is a very important step, and many a times users find that the code has expired.  

2. Used the Authenticator more than three times

Do not try to use the Authenticator more than three times. After three attempts, your account will lock. If your account is locked, you will need to contact support.

3. Your Authenticator is not working

If the Authenticator is not working, use the recovery code you saved. If you’re unable to find your recovery code, you can reach out to our support team with your email or OneForma ID. Please note this process may take several days.  

4. You didn’t save your recovery key

Your recovery key was provided when you enabled MFA and is also available in the Security & Privacy tab of your profile. If you didn’t note it down, contact support at [email protected]. 

When to Contact Support 

If you’re still experiencing these issues after troubleshooting, reach out to our support team: 

  • You lost access to your recovery key. 
  • You’re locked out of your account. 
  • You’re unable to receive verification codes.