• When activated, Users are asked to provide additional validation via a code delivered through SMS (text message) or Email.

• Anyone who has been designated with the Site Admin Security Level is required to authenticate by using the Two-Factor every day or every time they log in from a new browser or computer.

Enable Two-Factor Authentication

1. Go to User Maintenance from Admin.

2. Choose the User ID.
3. Enter Password.
4. Select Submit.

5. Using the dropdown, enable Two-Factor Authentication.

• All Users that are designated as Site Admin, who manage other Users, are required to choose Every One Day.
• For all other Users, the frequency selected will determine how often the User will be required to authenticate using a Two-Factor code.
• The User will validate when they log in from a different computer or use a different browser.

6. Priority: Choose the method to receive the Two-Factor Authentication Code, Cell Phone or Email. The Priority selection determines the default of how the Two-Factor code is delivered to the User.
7. Cell Phone and Email: The Priority method chosen for delivery must be entered in the Cell Phone and/or Email fields.

• When both are entered, the delivery method can be overridden when logging in.
• Example: The Cell Phone and Email were entered in User Maintenance, and the Cell Phone was selected for your priority method of delivery.

• If the User did not receive the code on their Cell Phone, they have the option to send it to their Email.

8. Select Save [F2].

Using Two-Factor Verification

When logging in, Users are presented with a Two-Factor Verification screen indicating that a one-time ID has been sent to their phone or Email (depending on the Priority selection on their User profile).

• Cookies must be enabled.
• If the cookies are cleared from the browser, the System will require the User to authenticate at their next login.

1. Enter the six-digit code on the Two-Factor Verification pop-up screen.

• Do Not include the prefix letters PM.

2. Only use if the User did not receive the code on their Cell Phone.

• The User has the option to send it to their Email or to Resend by Text.
• To receive by Email, the Email address must be entered in User Maintenance.

3. Select the Remember this computer checkbox so your browser will not require you to authenticate again until the designated time period expires (as selected in the Two-Factor setup).
4. Select Done.

Two-Factor Troubleshooting

If a Two-Factor Authentication code fails to send to SMS or email, try the following before contacting Support. 

• Two-Factor Authentication issues are often able to be solved without additional intervention.

Most Common Troubleshooting Steps

Before attempting to troubleshoot based on the method, try the following most common troubleshooting steps:

1. Request the code again.

• To prevent multiple codes from being sent at once, wait at least one minute between requests.

2. Try a different method.
3. Ensure you are not placing the "PM-" at the start of your code.

• Example: If your code is PM-123456, enter 123456.

4. Check for outages listed on the home page of the Help Center.

If you still have not received a Two-Factor code, try one of the method-specific options below.

SMS Troubleshooting

1. Basic Troubleshooting

• Confirm the phone number is correct.

• You can view the last 4 digits of the phone number on the Two-Factor Verification screen, or contact your Administrator to confirm your phone number in User Maintenance.

• Ensure the phone has service.
• Restart the device.

2. Phone Settings

• Disable Do Not Disturb or Focus Mode.
• Check blocked/spam messages.
• Clear old messages to create inbox space.

3. Carrier Concerns

• Contact your carrier.
• Temporarily remove and reinsert SIM card.
• Try a different network (Wi-Fi or cellular data).

Email Troubleshooting

1. Basic Troubleshooting

• Confirm the email address is correct.

• Contact your Administrator to confirm your email in User Maintenance.

• Check spam/junk folders.

2. Email Settings

• Check inbox rules/filters.
• Try accessing your email from an opposite method (website or app).

Learn More

User Account Lock, Failed Login, and Notifications

Keep Active, Deactivate, and Reactivate User IDs

Password Reset

Login Security