Multi-Factor Authentication FAQs

General

FAQ

What is Multi-Factor Authentication (MFA)?

Multi-Factor Authentication (MFA) enhances the security of your account by requiring multiple methods to verify your identity. These can include something you know (like your user name and password) plus something you have (like a smartphone or individual email account) to approve your login. This can help prevent your account from being accessed by anyone other than yourself, even if they know your password.

Will I be prompted to use MFA for all websites or OneHealthPort applications?

No. Each OneHealthPort application and participating website decides which (if any) MFA method is required for access. Some OneHealthPort applications and participating websites require MFA while others do not.

Will I be prompted for MFA each time I access a website?

You will only be prompted for MFA once per session when accessing a site that requires MFA. You will not need to authenticate for every site you access as long as you are still logged in under your MFA session. 

What happens if I mistakenly enter the wrong passcode too many times?

The system will automatically lockout your account after a couple of incorrect tries for 10 minutes. Please close your browser and after 10 minutes, restart your process of logging in to the website or OneHealthPort application.

When I am locked out of my account, do I have access to any websites or OneHealthPort applications?

No. When your Single Sign-On account is “locked out” you will have not have access to any of OneHealthPort’s applications or websites. Please close your browser and restart your process of logging in after 10 minutes.

One-Time Passcode

FAQ

What is One-Time Passcode (OTP)

OTP is a randomly generated 6-digit code generated by our system to use when logging in to OneHealthPort applications and websites that require MFA. For detailed instructions on how to use OTP see the One-Time Passcode training guide on the Multi-Factor Authentication webpage.

Which email address will be used to send me the One-Time Passcode?

The email address associated with your OneHealthPort Single Sign-On (SSO) account will be used to send you the One-Time Passcode.

Can I change the email address the One-Time Passcode is sent to?

Yes, you are able to change the email address associated with your OneHealthPort SSO account by logging in as a Subscriber on the Subscriber Administration webpage at https://www.onehealthport.com/sso/manage-your-account. Select the “Update Personal Information” menu option.

I have not received an email after clicking send and receiving an email confirmation. What should I do?

It could take up to 2 minutes to receive the email with the One-Time Passcode. Do not keep clicking send multiple times as it will result in generation of multiple 6-digit codes. If you have not received the email after 2 minutes, check your spam folder. Unblock emails from noreply@onehealthport.com and click send again. If the above steps do not work, please call the OneHealthPort Help Desk at 1.800.973.4797 (toll free) 24 hours a day, seven days a week.

Google Authenticator

FAQ

What is Google Authenticator?

Google Authenticator is a free app that you can download to your Apple or Android device that generates a 6-digit code to use when logging in to OneHealthPort applications and websites that require MFA. Detailed information, including step-by-step guides, are available on the Multi-Factor Authentication webpage.

My workplace policy states that I cannot use cell phones or similar devices at work for use with the Google Authenticator. What should I do?

Each organization is responsible for their workplace policies regarding cell phone or other mobile device usage. 

 

For Clinical Portal users, without a change to your organization's policy, you cannot access the Clinical Portal.

 

If you are accessing a participating website, we recommend you use the One-Time Passcode (OTP) as your authentication method instead of Google Authenticator. 

I lost my phone or device that had the Google Authenticator app. What do I do?

If you lose your device, please contact the OneHealthPort Help Desk at 1.800.973.4797 (toll free) 24 hours a day, seven days a week. We will reset your MFA account and walk you through the steps to re-link your OneHealthPort SSO account. 

Downloading the Google Authenticator App and Linking to Your OneHealthPort SSO Account

FAQ

Do I have to pay to download the App?

No. The App is available for free for Apple and Android devices.

Before downloading the App I am asked to enter my credit card information. Do I need to do that?

No. In both Apple and Android devices you have the option to skip this step.

Will the App consume my data or cell phone minutes?

The initial download of the App might consume some of your data if you are not using Wi-Fi. However, once downloaded and linked to your OneHealthPort SSO account, the app works without using data or cell phone minutes.

How do I download and link the App to my OneHealthPort SSO account?

For detailed instructions using Apple and Android devices, see the Google Authenticator guide available on the Multi-Factor Authentication webpage.

How do I know that I have successfully linked the App to my OneHealthPort SSO account?

When your OneHealthPort SSO account is successfully linked you will see a rolling 6-digit code displayed on the Google Authenticator app along with OneHealthPort ear the passcode. You will use the passcode to access OneHealthPort applications and participating websites.  

Using the Google Authenticator

FAQ

I typed in my passcode and before I could proceed to the next step the code changed. Am I required to type in the new passcode?

You do not need to enter the new passcode. The application or website will accept the previously entered passcode as valid authentication of the user.

Why aren’t my Google Authenticator passcodes working?

If you have multiple accounts linked in your Google Authenticator app, be sure the passcode you are entering is for the OneHealthPort account (you will see OneHealthPort next to the passcode). If that doesn’t work, try deleting the account on the App and re-linking your account. The steps to re-link to your OneHealthPort SSO account are specified in the detailed training materials available on the Multi-Factor Authentication webpage.

Help and Support

FAQ

Who do I contact for additional help and support?

Contact the OneHealthPort Help Desk at 1.800.973.4797 (toll free) 24 hours a day, 7 days a week.

I am unsure if my organization is registered with OneHealthPort for an SSO account. Who do I call?

 Contact the OneHealthPort Help Desk at 1.800.973.4797 (toll free) 24 hours a day, 7 days a week.

How do I find out the OneHealthPort SSO Administrators for my organization?

Login to Subscriber Login and select My Administrators to view the list of Administrators for your organization. You can also contact the OneHealthPort Help Desk at 1.800.973.4797 (toll free) 24 hours a day, 7 days a week.