Multi-Factor Authentication (MFA) adds an extra layer of security to your account by requiring two or more verification steps at login.
This article covers everything you need to get MFA enabled and running — from admin setup through to signing in, resetting your password, and switching authentication methods.
⚠️ Important: Admin users must enable MFA in Admin Settings before any users can set it up. Once enabled, all users are required to complete the MFA setup process.
Set Up and Use Multi-Factor Authentication
Enable MFA as an Admin
Go to Settings, then click Admin Settings.
Select the General Settings tab, then click Multi-Factor Authentication.
Toggle MFA on.
📌 Note: Once MFA is enabled, all users will see a prompt to set up MFA the next time they log in.
Set Up MFA as a User
Click Set Up on the MFA prompt that appears when you log in.
If you want to set this up later, go to User Settings at the top right of your account, scroll down, then click Set up MFA.
You will be redirected to the Access Identity page.
If you are new to Access Identity, create a new account and set a password, then click Set my Password.
Click Get started with Two-Factor Authentication.
Choose your preferred two-factor authentication method:
Authenticator app (recommended) — compatible apps include Google Authenticator, Authy, and Yubico.
FIDO2 or U2F authenticator.
Text message (SMS) — availability depends on your service provider.
Follow the on-screen instructions to complete the setup for your chosen method.
📌 Note: If you are switching from SMS-based two-factor authentication to an authenticator app, you will need to request MFA removal first — see the steps below.
Sign In with MFA
Enter your login credentials as normal. You will be redirected to Access Identity to complete the sign-in process.
Choose your verification method, then click Next.
Enter the verification code, then click Sign in.
Switch from SMS to an Authenticator App
Ask an authorised user to submit the official MFA Removal Request form for your account.
Wait for confirmation that the existing SMS-based setup has been removed.
Log in to your account. You will be prompted to set up MFA again.
Download and install a compatible authenticator app such as Google Authenticator on your mobile device.
Follow the on-screen instructions to scan the QR code or enter the setup key provided.
Enter the verification code generated by the app to complete the setup.
Reset a Forgotten Password
On the login screen, click Forgot your password. You will be redirected to Access Identity.
Complete the CAPTCHA verification, then click Send me the link.
Check your email for the password reset link and follow the instructions provided.
📌 Note: When MFA is enabled, your sign-in credentials are linked to your Access Identity account.
Change Your Password
Go to User Settings in your account, then click Change Password.
You will be redirected to Access Identity where you can update your password.
Sign Out
Go to User Settings, then click Sign Out.
Select whether you also want to Sign out of Access Identity, then click Sign out.
📌 Note: Access Identity is the authentication gateway for Access software. It manages Single Sign-On, session management, two-factor authentication, and all other authentication-related functions.
Best Practices
Use an authenticator app rather than SMS-based two-factor authentication for improved security and reliability.
Store your backup codes somewhere safe and accessible — each code can only be used once, and losing both your phone and your codes may lock you out of your account.
Switching to an authenticator app reduces reliance on backup codes, as the app generates codes directly on your device.
If you experience issues with MFA access, contact your admin to submit an MFA Removal Request before attempting to re-enrol.