Overview:
The Multi-factor Authentication (MFA) is a two-step process in which your identity is verified via a code and is a required step when logging in to the FileTrac system. For further instructions on the login process, click on the below link:
How to Log in to the FileTrac System : FileTrac Support (freshdesk.com)
**Important Note- If you work for multiple companies, you will have a separate FileTrac account for each company. Each FileTrac account will have its own MFA (verification setup).
Related Article:
Multiple FileTrac Accounts : FileTrac Support (freshdesk.com)
This article will cover issues that may come up when attempting to verify your identity and/or receive your Verification code, as well as direct you on how to resolve those issues.
Table of Contents:
I. New Phone/Factory Reset
II. 6-Digit Verification Code
III. Recovery Code
IV. Other Methods
V. "Remember this browser"
I. New Phone/Factory Reset:
If you recently changed phones (or performed a factory reset on your phone) and receive the Verification Code(s) via an app, you can:
- Click on 'Try another method' at the bottom of the screen to choose another method to receive your 6-digit Verification code or to use your Recovery Code AND/OR
- Submit a ticket to have your Multi-Factor Authentication (MFA) reset so that your FileTrac account(s) can properly link to your phone. Provide the companies and/or loginIDs of each of your accounts that need to be reset.
*Resetting the MFA does not reset your LoginID/Password, it only resets the method in which you receive your 6-digit verification code.
Once the MFA has been reset, you will need to add your FileTrac account(s) to the app as if performing a first-time setup.
Please click on one of the below links for further instructions on how to download and verify your identity using one of the apps:
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Google Authenticator App Setup Instructions : FileTrac Support (freshdesk.com)
If your device is requesting a "Passphrase", please click on the following link:
Verification App Requesting Passphrase : FileTrac Support (freshdesk.com)
II. 6-Digit Verification Code:
Once you have completed the verification process for your FileTrac account(s) [if you have multiple FileTrac accounts, each account will have a verification setup], the system will default to the last method you used to receive your 6-digit Verification Code for the given account.
A. Verification Code Errors:
1. Not Receiving Code
i. If the code was sent to your Verification app (Auth0 Guardian or Google Authenticator) check the app on your phone to retrieve your 6-digit code.
ii. If you are receiving a message that a code was sent to your email but it does not appear in your inbox, check your email spam/junk folder. (From your spam folder, you can then mark the email as "Safe" in order to prevent future emails from going to spam.)
2. If receiving the code via email and you no longer have access to the email address that the message states the code was sent to, submit a ticket and request that the email address for which the 6-digit code is being sent to be removed from that account. You will need to confirm the email address that needs to be removed. (If you work for multiple companies, each company you work for is a separate account. Removing the email address from one account, does not remove it from your other accounts.)
*Once the email address has been deleted, you will need to download one of the verification apps to your mobile phone and add your FileTrac account(s) to the app as if performing a first-time setup. Click on one of the below links for further instructions on how to download and verify your identity using one of the apps:
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Google Authenticator App Setup Instructions : FileTrac Support (freshdesk.com)
If your device is requesting a "Passphrase", please click on the following link:
Verification App Requesting Passphrase : FileTrac Support (freshdesk.com)
3. The code may have expired. Most codes are only valid for 30 seconds.
i. If you are having an issue receiving your code via email and entering it before it expires, this delay could be caused by the filtering/scanning process of the receiving email service provider. For this, we recommend using one of the apps instead. Refer to Section IV 'Other Methods' below.
ii. If using one of the apps, the code will continuously change approximately every 30 seconds. When the code turns red, that means that it is about to expire. Either enter the code before it changes OR if the code is red, wait until the new code appears and then enter the new code.
iii. (if option is available) Click 'Resend' on your computer screen, check your verification app or email, then enter the new 6-digit code that was sent to you via your chosen method. 'Resend' is typically available for users who receive their code either via the Auth0 Guardian app or by email.
4. Verification code error "Seems that your code is not valid": The user may have made a typo, entered an old code, or entered the incorrect code.
i. Check that the code was entered correctly (do not include any spaces or dashes)
ii. Check that the correct code was entered (this is especially important if you have more than one FileTrac account and/or have old accounts listed in your app)
iii. If copy/pasting the verification code, type the Verification Code in manually.
iv. If using one of the apps, the code will continuously change approximately every 30 seconds. When the code turns red, that means that it is about to expire. Either enter the code before it changes OR if the code is red, wait until the new code appears and then enter the new code.
v. (if option is available) Click 'Resend' on your computer screen, then enter the new 6-digit code that was sent to you via your chosen method. 'Resend' is typically available for users who receive their code either via the Auth0 Guardian app or by email.
*IMPORTANT Note: If you are not receiving the code via the method that is stated on the 'Verify Your Identity' page and/or you wish to change your method of how you receive the code, click on "Try another method" and choose another method. (See section IV Other Methods for additional information).
III. Recovery Code:
The "Recovery Code" is the 24-digit code that you received during the verification process and is an alternative method to verify your identity if you are not receiving and/or unable to receive the 6-digit Verification Code (i.e. you do not have your phone with you, it's damaged, lost, etc).
If you work for multiple companies, you will have a separate Recovery Code for each company you have logged in for. If you have the "Recovery Code", you may log in by following the below steps:
1. Click on 'Try another method' from the 'Verify Your Identity' page
2. Click on 'Recovery Code' and enter the 24-digit Recovery Code you received when you added this account to your app. (Each account will have its own Recovery Code so you will need to be sure to use the correct one if you work for multiple companies.)
A. Recovery Code Error: "Seems that your code is not valid, please check and retry"- User may have made a typo, are using the wrong Recovery Code (if they have multiple accounts), or they are using an old Recovery Code (if they used that code already). The user can:
- Choose another method (see Section IV Other Methods for additional information) OR
- Submit a ticket to have the MFA reset on your account and identify which account needs to be reset (provide the company for which you are attempting to log in for). Once the MFA has been reset, you will need to add your FileTrac account to the app as if performing a first-time setup.
Please click on one of the below links for further instructions on how to download and verify your identity using one of the apps:
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Google Authenticator App Setup Instructions : FileTrac Support (freshdesk.com)
If your device requests a "Passphrase", please click on the following link:
Verification App Requesting Passphrase : FileTrac Support (freshdesk.com)
IV. Other Methods:
If a particular method is not listed on the 'Other Methods' page or you no longer have the app on your phone, submit a ticket to have the MFA reset on your account, identify which account(s) need to be reset (provide the company you are attempting to log in for). Once the MFA has been reset, you will need to add your FileTrac account(s) to the app as if performing a first-time setup.
Please click on one of the below links for further instructions on how to download and verify your identity using one of the apps:
Auth0 Guardian App Setup Instructions : FileTrac Support (freshdesk.com)
Google Authenticator App Setup Instructions : FileTrac Support (freshdesk.com)
If your device is requesting a "Passphrase", please click on the following link:
Verification App Requesting Passphrase : FileTrac Support (freshdesk.com)
V. "Remember this browser":
If you will be logging in from the same device for the next 30 days, check the box “Remember this device for 30 days”. You will then only need to enter your Login ID and Password when logging in for the next 30 days.
After 30 days (and/or if you log in from a different device) you will be prompted to enter the new Verification code so as to verify that you are the account owner in question. You can then choose to remember the device for another 30 days.
Setting your browser to allow for cookies from your company's FileTrac website may be necessary. To add your Company's web address to your cookies:
- In Microsoft Edge: Enter <edge://settings/content/cookies> into your browser. Then click on Add under the 'Allow' Category and add your company's FileTrac URL.
- In Google Chrome: Enter <chrome://settings/cookies> into your browser. Then click on Add under the 'Sites that can always use cookies' Category and add your company's FileTrac URL.
Since it is a cookie that's stored on your web browser to recognize the device, the "Remember this browser" feature will not work with 'incognito mode'. In order to avoid the Verification Code step at each login, you would have to switch to using FileTrac without 'incognito mode' active for your web browser.
Please note: Even if you use FileTrac outside of 'incognito mode', deleting your browser's cookies will wipe its memory of your FileTrac login. Therefore, you would again have to input the Verification Code (or press the green "Allow" button if using the Guardian Auth0 app).
Additionally, some systems or browsers may have a Setting enabled on them that will clear out cookies either upon exit or after a certain time frame. If you are using a company computer, these Settings may have been enabled by your company. For further assistance on making changes to your computer system and/or browser Settings, you will need to contact the IT department for your company.