What is an authenticator app?
An authenticator app is a tool you install on your phone to make your online accounts more secure. It gives you a one-time code every time you sign in, acting as a second step to check it's really you. This extra layer of protection is called multi-factor authentication or Two-factor authentication (2FA).
Two-factor authentication adds an extra layer of security to your Cushon Employer Portal account. Once you’ve set it up, you'll need your password and a security code from an authenticator app each time you log in.
Before you start
To set up two-factor authentication, you'll need:
- A mobile phone.
- An authenticator app installed on your phone (e.g. Microsoft Authenticator, Google Authenticator, Authy).
If you don't already have an authenticator app, download and install one before you begin.
Set up
Step 1: Log in to your account
- Log in to the Cushon Employer Portal using your usual email address and password.
- You'll then be prompted to set up two-factor authentication.
Step 2: Connect your authenticator app
- A QR code will be displayed on screen.
- Open your preferred authenticator app and scan the QR code.
- Once you've scanned the QR code, your authenticator app will add your Cushon account and generate a 6-digit security code.
Step 3: Enter your 6-digit security code
- Enter the 6-digit security code shown in your authenticator app.
- The code refreshes regularly. If the code expires before you enter it, simply enter the latest code displayed in the app.
Step 4: Set up a backup sign-in method
- In case you lose access to your authenticator app, we'll ask you to verify your mobile phone number.
- If a mobile number is linked to your account, check that the number shown is correct.
- If no mobile number is linked to your account, you'll need to add one:
- Enter a mobile phone number when prompted.
- We'll send a one-time verification code by text message.
- Enter the code on screen to confirm your number.
Step 5: Complete set up
Once you've verified your mobile number, your two-factor authentication setup is complete.
The next time you log in, you'll:
- Enter your email address and password.
- Open your authenticator app.
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Enter the 6-digit security code shown in the app. This code changes regularly, so you'll need to use the latest code each time you log in.
Troubleshooting
I no longer have access to my authenticator app. What should I do?
If you can't access your authenticator app, you can request a recovery code which will be sent to:
- The email address registered to your account.
- The mobile phone number linked to your account.
Follow the instructions provided to regain access to your account.
Please note: You'll still need access to a mobile phone to set up two-factor authentication again.
Why am I being asked to set up two-factor authentication again?
After a recovery reset, we ask you to set up two-factor authentication (2FA) again. This is to confirm your new phone number, email address, or authenticator app. Setting up 2FA again helps keep your account secure.
What should I do if I can't scan the QR code?
Firstly, make sure your authenticator app is open and has permission to use your phone's camera.
- If you're unable to scan the QR code, select the option to enter a set up key manually in your authenticator app.
- Enter the code shown below the QR code on the setup screen.
The exact steps may vary depending on the app you're using. Look for options such as 'enter setup key', 'enter code manually' or 'add account manually'.
If the problem continues, try refreshing the page and generating a new QR code.
The 6-digit security code isn't working. What should I do?
Check that:
- You're entering the latest code shown in your authenticator app.
- The time and date on your phone are correct.
- You're using the authenticator app linked to your Cushon account.
What should I do if I've changed my phone number?
If you've changed your mobile number, please contact our support team for help.