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Reset multifactor (MFA) authentication

Contents
Overview
What the PBC needs to do
What the user needs to do
Set up MFA
How long it will take
Support

Overview

Purpose of this step

Reset MFA for anyone who’s lost access to the connection portal.

If you are the sole primary business contact (PBC) and need to reset your MFA, you need to request this via support.

Who completes this step?

  • primary business contact (PBC)
  • the user having their MFA reset

Read the full list of roles and responsibilities.

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What the PBC needs to do

  1. Open ‘User management' on the connection portal.
  2. Access the user’s record and click ‘Reset’.
  3. Explain why you need a reset, select ‘MFA’ and click ‘Submit’.

If the request is for a PBC or primary technical contact (PTC), you will need to wait until it has been approved by PDP. We may phone you to confirm the authenticity of the request.

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What the user needs to do

  1. Open the email from [email protected] with the MFA reset link. This link expires after 24 hours.
  2. Click the MFA reset link and enter your password.
  3. Set up multifactor authentication (MFA) on your mobile device (see guidance below).

This must all be completed within one session and within 24 hours of receiving the email inviting you to set up your account.

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Set up MFA

To use Salesforce Authenticator, follow the on-screen instructions.

To use another authenticator, such as Google Authenticator or Microsoft Authenticator:

  1. Click the link at the bottom of the screen ‘Choose another verification method’.
  2. Select ‘Use verification codes from authenticator app’ and click ‘Continue.’
  3. Scan the QR code on your authenticator app, enter the verification code and click ‘Connect’. This connects the MFA to your account.
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How long it will take

Requests for service managers, security leads, test managers and scheme administrators will be processed immediately.

Requests for PBCs and PTCs will be processed in 1 to 2 working days. If you've not heard from us by then, let us know via support.

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Support

Find answers to common queries about pensions dashboards, give feedback or get technical support.

Get support

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