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As of March 4, 2024, we are enforcing Multi-Factor Authentication (MFA) for all Admin users to enhance system security.
We already support MFA in the CustomerGauge platform, but it's been an optional security feature up till now.

Key Points:
• Why MFA for Admin Users?: To bolster the security of sensitive data and critical functionalities.
• Consequences of Non-Compliance: Admins will be forced to set up MFA prior to entering CustomerGauge, after March 4, 2024.
• Users logging in through Single Sign On are not impacted by this change.

With Multi-Factor Authentication you are able to add one more layer of security to your account. Enabling it prompts you to enter a one-time code generated by an authenticator app before being allowed to log in.

Table of Contents

- How to set it up - During Login

- How to set it up - My Profile

- Reset or Disable MFA

- Recommended Apps

- Cannot get a code or code doesn't work?

How to set it up - During Login (Admins only)

1. Navigate to the Login page and enter your login credentials as usual
2. If MFA is not set up for your user, you will be prompted to scan a QR code - please do this with an Authenticator app.
   • To scan the QR code, follow the instructions below:

     • In Google Authenticator: tap the + icon, followed by 'Scan a QR code'.

     • In Microsoft Authenticator: tap the + icon, followed by 'Other account'.

     • In Authy: add a new Account, followed by 'Scan QR Code'.

   • 
     
   • If you are not able to see or scan the QR code, you can click the "No QR code?" link. This will give you a code that you can enter in your authenticator app.
     • In Google Authenticator: tap the + icon, followed by 'Enter setup key'. Enter a descriptive Account name, and enter the code from CustomerGauge into the Key field, and set the type of key to 'Time based'.
     • In Microsoft Authenticator: tap the + icon, followed by 'Other account'. Tap 'enter code manually' at the bottom of the screen. Enter a descriptive Account name, and enter the code from CustomerGauge into the Key field.
     • In Authy: add a new Account, followed by 'Enter Code Manually'. Enter the code from CustomerGauge into the Key field and tap Save. Then follow the steps you normally would in Authy.
     • in iOS Native Password Manager: Go to the ‘Settings’ App to access your iPhone settings. Scroll down and tap ‘Passwords’ (it will have a small vertical key symbol). Note: You must already have your CG credentials saved in the iOS Password Manager.
       • Situation 1: If you already have your CG credentials saved in the iOS Password Manager:
         • Find the credentials for the CustomerGauge Platform from the list of passwords. Tap the credentials to reveal more options. Select ‘Set up Verification Code…’ Select ‘Enter Setup Key’, and type the code from CustomerGauge into to field. Select ‘OK’
       • Situation 2: If you do not have your CG credentials saved in the iOS Password Manager, please follow the steps below before setting up your MFA code:
         • Tap the + icon in the upper right corner of the screen. Select ‘New Password’. In the ‘Website’ field, enter the URL associated with your CustomerGauge platform (i.e. login.eu.customergauge.com). In the ‘User Name’ field, enter your CG username. In the ‘Password’ field, enter the password you use to sign into the CG platform. Tap ‘Done’ in the upper right corner.
         • Then proceed with MFA set up using the steps listed in ‘Situation 1’ above.
3. Enter the one-time password displayed in your Authenticator app into the MFA Verification Code input box.
   • Please note: you will need to do this step every time you log in once MFA is set up.
4. Click the "Enable MFA" button - if the code is entered correctly, you will be redirected to your landing dashboard.
   • If the code is not entered correctly, you will need to remove the account that got added to your authenticator, and follow these steps again.

How to set it up - My Profile (non-Admins only)

1. Navigate to My Profile > My Profile.
2. Click on Enable MFA button in the Login and Security card.
3. A pop-up with instructions will open.
   
4. Open your Authenticator App. You can see recommended apps here.
5. In your Authenticator App, add a new account and scan the QR Code shown. If you are not able to scan it, click on "Cannot scan it?" to get a secret code for manual set up.
   • To scan the QR code, follow the instructions below:

     • In Google Authenticator: tap the + icon, followed by 'Scan a QR code'.

     • In Microsoft Authenticator: tap the + icon, followed by 'Other account'.

     • In Authy: add a new Account, followed by 'Scan QR Code'.

   • 
     
   • If you are not able to see or scan the QR code, you can click the "No QR code?" link. This will give you a code that you can enter in your authenticator app.
     • In Google Authenticator: tap the + icon, followed by 'Enter setup key'. Enter a descriptive Account name, and enter the code from CustomerGauge into the Key field, and set the type of key to 'Time based'.
     • In Microsoft Authenticator: tap the + icon, followed by 'Other account'. Tap 'enter code manually' at the bottom of the screen. Enter a descriptive Account name, and enter the code from CustomerGauge into the Key field.
     • In Authy: add a new Account, followed by 'Enter Code Manually'. Enter the code from CustomerGauge into the Key field and tap Save. Then follow the steps you normally would in Authy.
     • in iOS Native Password Manager: Go to the ‘Settings’ App to access your iPhone settings. Scroll down and tap ‘Passwords’ (it will have a small vertical key symbol). Note: You must already have your CG credentials saved in the iOS Password Manager.
       • Situation 1: If you already have your CG credentials saved in the iOS Password Manager:
         • Find the credentials for the CustomerGauge Platform from the list of passwords. Tap the credentials to reveal more options. Select ‘Set up Verification Code…’ Select ‘Enter Setup Key’, and type the code from CustomerGauge into to field. Select ‘OK’
       • Situation 2: If you do not have your CG credentials saved in the iOS Password Manager, please follow the steps below before setting up your MFA code:
         • Tap the + icon in the upper right corner of the screen. Select ‘New Password’. In the ‘Website’ field, enter the URL associated with your CustomerGauge platform (i.e. login.eu.customergauge.com). In the ‘User Name’ field, enter your CG username. In the ‘Password’ field, enter the password you use to sign into the CG platform. Tap ‘Done’ in the upper right corner.
         • Then proceed with MFA set up using the steps listed in ‘Situation 1’ above.
6. Input the 6-digit code provided by the Authenticator App and then click Verify and Save.

Reset and Disable MFA

Admin users are able to disable MFA for other users:

1. Navigate to Settings > Users.
2. Find the user you want to disable MFA for and click on the 3 dots under Actions, followed by Edit.
3. Click on Disable MFA or Reset MFA button in the Login and Security card.
   1. Reset MFA: MFA is mandatory for all Admin users. When you press the 'Reset MFA' button, they will be prompted to set up MFA again after logging in.
      
   2. Disable MFA: Disable MFA removes the MFA from the user, allowing them to log in without filling in a MFA Verification Code.
4. Fill in your own Admin account password and MFA verification code.
5. MFA is now disabled/reset for the user. Please note that the previous account should be removed from the Authenticator before scanning the QR code again.
   

Recommended Apps

Google Authenticator

Available for download in your phone's app store, get it here for Android or for iOS.

Microsoft Authenticator

Available for download in your phone's app store, get it here for Android or for iOS.

Authy

Available for download in your phone's app store, get it here for Android or for iOS.

Cannot get a code or code doesn't work?

Cannot get a code

If you lost access to your codes you can ask your Admin to disable your MFA for you. Admin users do not need to enter a code to disable MFA for users. 

Code doesn't work

If the correct code is being entered but an error is returned saying it is incorrect, it could be that the code is recently used (for instance, when you've just set up MFA). The one-time pass code can only be used once. Kindly wait for a new code to be generated and try again.

Alternatively, it could be due to the time being out of sync. To correct this, make sure your phone is set to automatically sync the time with the internet.

In the Google Authenticator app you are able to manually sync the time and codes, here's the steps:

1. Open your Google Authenticator app.

2. Tap on More (3 dots) > Settings > Time correction for codes > Sync now.