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What is the difference between hardware and software tokens?

Answer A hardware token is a small physical device. A software token is a virtual piece of software that is installed on a users electronic device, such as a mobile phone. Both tokens generate a single-use code to use when accessing a platform.   Background Two-factor authentication is a securi…

What should I do if I have lost my hardware token?

Answer Please raise a ticket and let us know if your hardware token is lost or stolen.   Background If your hardware token is lost or stolen, it does not mean that anyone else can use it. It is just one factor in a two-factor authentication process and it is not enough for somebody to get into…

How do I configure two-factor authentication (2FA)?

Answer Go to your user name at the top right of your Dashboard and use the ‘Enable two-factor authentication’ option under your Security settings. You will need to have an authentication app available to use on your mobile phone.     Background Two-factor authentication is a security proc…

Which phone authentication apps can I use?

Answer You can use Google Authenticator Mobile App, Microsoft Authenticator or Blackberry Authomator   Background Two-factor authentication is a security process which requires the user to provide two different authentication methods to verify themselves when accessing a web platform. Two-facto…

What should I do if I have forgotten my 2FA PIN?

Answer Go to sign in page and enter your user name and password and then use the 'Forgotten your PIN?' option.   Background A single-use code that is generated via either a software token on your mobile phone or a physical hardware token is used with a 4 digit PIN that is known to you. You will…


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