The primary objective of multi-factor authentication (MFA) on Humanforce HR is to create a multi-layered, defensive barrier. By requiring two independent proofs of identity to access an account, MFA significantly reduces the risk of unauthorized access. When setting up MFA on an account in Humanforce HR the end user will be guides to us an authenticator app and save a number of security codes in the case that there is an issue with their authenticator app. If these codes are misplaced and the end user is unable to login with their authenticator the user will be unable to log into the HR platform. The guide below is designed to step you through the process of resolving login issues for end uses that are unable to login when MFA is enabled on their Humanforce HR account.
When an end user reports that they are unable to login using MFA to the Humanforce HR platform, complete the following troubleshooting steps.
- Verify the end user has enabled Multi-factor authentication on their account.
- Navigate to the employee Profile >> User Account
- Under User Account select View More
- Review MFA Status (if this says Enabled the user has enabled MFA on their profile)
- If the user has enabled MFA on their profile it is not possible for anybody but that user to then disabled the MFA.
- If the user does not have access to the security codes that can be used to log in, in the absence of their authenticator app, the process for the administrator is:
- Record the user account details (e.g. username)
- Record the Group Memberships (Permissions) assigned to the user
- Save these details
- Under User Account select View More
- Select Delete >> Delete User
- You will be taken to the System User Accounts page
- Select Create User
- In the Person dropdown select the name of the person you will recreate the user account for.
- In Username enter the username recorded in step 3
- Re-select the group permissions recorded in step 3
- In Password Method select Manually Set Password and create a temporary password for the end user
- Contact the user to confirm their new password and instructions to log in and amend the password in their account settings, where if required they can then re-enabled MFA on their account.