Multi-Factor Authentication (MFA) in Act-On

  • Updated

Multi-Factor Authentication (MFA) is an optional security feature for Act-On customers who want to enhance account protection by requiring an additional form of authentication during sign-in. Enabling MFA adds an extra layer of security to safeguard your organization's Act-On data.

Enabling MFA in Your Act-On Account

To enable MFA, first review the setup guide for Act-On admins. Then contact Support or your Customer Success Manager (CSM) to request MFA.

Once MFA is activated, your Act-On users must set up an authentication app on their mobile devices and use it when signing into Act-On. See below: Which authenticator app should I use?

Setting Up MFA as an Act-On User

How to Set Up MFA for the First Time

  1. At the Act-On sign-in page, click Login with MFA:

MFA in AO 01.png

  1. Enter your Act-On username & password.
  2. In the message that appears, click the link to the MFA sign-in page.
  3. On the MFA sign-in page, re-enter your Act-On username & password.
  4. A Secure Your Account screen appears, displaying a QR code.
    If you don’t already have an authentication app, download one. See below

  1. Scan the QR code using your authentication app. For example, in Google Authenticator, choose the Scan a QR code option.
  2. Enter the verification code displayed in your authentication app into the Act-On Secure Your Account screen.
  3. You are signed in to your Act-On account.

Signing Into Act-On With MFA

Since your organization requires MFA, you sign in via the Act-On MFA sign-in page. If you use our standard sign-in page, you are prompted to go to the MFA sign-in page. You can bookmark the MFA page or continue accessing it through the standard page.

  1. At the Act-On MFA sign-in page, enter your Act-On username and password. The Verify Your Identity screen appears:

  1. Open your authentication app and enter the verification code displayed. You are signed in to your Act-On account.

FAQs

Which authenticator app should I use?

Recommended authentication apps include:

  • Google Authenticator
  • Authy
  • Microsoft Authenticator
  • Auth0 Guardian

Your organization may require or prefer a specific authentication app.

What if I use multiple authenticator apps?

Use the same authentication app you set up initially to retrieve your Act-On authentication code.

Do you support authentication methods other than one-time codes?

At this time, Act-On only supports authentication via a one-time code.

What if my authentication code isn’t working?

  • Ensure you are using the correct authenticator app for your Act-On account sign-in details.
  • Make sure your phone’s date and time settings are set to automatic—incorrect time settings can cause codes to be invalid.
  • Try restarting your authentication app or refreshing the code.
  • Try clearing cookies on your browser.
  • Contact your Act-On administrator and request that they reset MFA for you.

How do I reset my MFA?

If you lose access to your phone or need to reinstall MFA (for example, on a new device), follow these steps:

  1. Contact your Act-On administrator to request an MFA reset.
  2. Your Act-On administrator will reset MFA in Settings > Users.
  3. Once your MFA is reset, follow the setup instructions to enable MFA on your new device.

Resetting my Password

If you need to reset your Act-On password, follow these steps:

  1. At the standard Act-On sign-in page, click Forgot Password?
  2. You’ll receive an email with a link to reset your password.
  3. Use your new password on the Act-On MFA sign-in page.

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