Manage multi-factor authentication (MFA) settings via your profile (user) icon (top right of navigation bar) > select My account > click Set up MFA/Reset MFA.
About multi-factor authentication (MFA)
Multi-factor authentication (MFA) adds an extra layer of security that helps to prevent unauthorised access and protect sensitive guest and property data. When logging into your account, after entering your e-mail address and password, you'll need to authenticate with a one-time password to complete your login.
Setting up MFA is mandatory within 30 days of your first login. You'll need to authenticate with MFA:
Every 30 days, or when switching browsers, devices, or clearing cookies
When accessing sensitive details such as guest contact and payment details
When performing sensitive actions such as accessing guest contact and credit card details, setting up a payment gateway, creating or editing users, modifying Direct Booking reservations, or downloading reservation lists
Each person must have their own SiteMinder user account with a unique e-mail address. Each user has their own MFA codes - you must authenticate using the device where MFA was set up.
Supported MFA methods
You can only use one authentication method at a time but can reset it whenever needed.
You can authenticate using one of the following methods:
SiteMinder mobile app (recommended): Confirm your login by selecting a matching number on screen and completing biometric login (face or fingerprint recognition). This option requires biometric login enabled on your device
Authenticator app: Enter a 6-digit code generated by a third-party app like Authy, Google Authenticator, or Microsoft Authenticator.
Web browser authenticator: Enter a 6-digit code generated by a browser extension, for example Authenticator or 2! Authenticator Available in Google Chrome, Microsoft Edge, and Mozilla Firefox. Not currently available in Safari.
Note: Phone, SMS, and email are not supported for MFA.
Set up multi-factor authentication (MFA) with the SiteMinder mobile app
When you log in using the SiteMinder mobile app, you'll select a matching number on screen and complete biometric login. MFA with the SiteMinder mobile app requires biometric login (face or fingerprint recognition) enabled on your device.
To set up MFA with the SiteMinder mobile app:
Download the free SiteMinder mobile on the Apple App Store or Google Play Store.
Log in to your SiteMinder account with your e-mail address and password.
When prompted to set up multi-factor authentication, click on Secure my account with the SiteMinder app.
Follow the on-screen instructions and log in to the mobile app
In your SiteMinder mobile app, tap on Use this device for MFA.
Allow access to biometric login (face or fingerprint recognition) by tapping on Enable now.
Once you have enabled biometric login, you will see a confirmation in the SiteMinder app. Tap Close, then select the matching number shown on your browser screen to complete your first login.
Set up multi-factor authentication (MFA) with an alternate authenticator app
To set up MFA with an alternate authenticator app such as Authy or Google Authenticator:
Log in to your SiteMinder account with your e-mail address and password.
You will be prompted to set up multi-factor authentication (MFA).
Click on Use another authenticator app.
Select Authenticator app and click Next. A QR code will now appear on your screen.
Open your authenticator app (e.g., Authy, Google Authenticator). Set up your account in the app if this is your first time using it.
Point your device's camera at the QR code displayed on your SiteMinder login screen, or look for a "+" or "Add account" button in your authenticator app to add the code manually
On the login page, enter the code sent to your authenticator app.
You will then be logged into your SiteMinder account.
⚠️ Note: Do not delete the authenticator app after setup or you will need to reset MFA and go through the setup process again.
Set up MFA using a web browser authenticator
You can use a browser extension authenticator for MFA instead of a mobile app. This works in Google Chrome, Microsoft Edge, and Mozilla Firefox. It is not currently available in Safari.
On the MFA setup screen in SiteMinder, select Alternate authentication options
Install an authenticator extension, depending on your browser (Chrome, Edge, Firefox), for example install Authenticator from the Chrome web store.
In your browser, click the extensions icon, then pin the authenticator extension.
In your browser, click find the authenticator extension, then click the pencil (edit) icon.
Click the plus (+) button to create a new account - you will be given the options to scan QR code, or enter the code manually.
On the SiteMinder login screen, click Having problems scanning? Manually enter the code.
Copy the code displayed on the screen.
Paste this code into the authenticator extension, then click Next.
Copy the one-time code generated by the extension and paste it into the login page to complete setup.
Note:
Use the browser where you installed the authenticator extension. The extension won't be accessible in incognito or private browsing mode.
For better security, before setting up MFA using a web browser authenticator, make sure you have antivirus software installed and that it’s kept up to date.
If you need to switch the browser extension authenticator you are using, you will need to reset MFA.
Reset MFA
You may need to reset your MFA when:
You want to change how you receive your one-time code/change your authentication app
You are replacing your current device with a new one
Access to your phone or device has been lost
You have deleted your authenticator app
Your phone has been restored to its factory settings
💡 If you are planning to switch phones or devices, first reset your MFA on your current device. You'll need to complete one final verification with your existing method to avoid any access issues.
Reset MFA yourself
If you can still log into your account and have access to your current MFA method:
Log into your platform and click on your profile icon.
Select My account.
Scroll down to the security section and click the Reset MFA button.
Complete one final verification with your current authentication method.
Follow the on-screen steps to finish setting up your new MFA method.
Ask another user to reset MFA for you
If you cannot log in or you've lost access to your MFA method:
Ask a user at your property with User Management access to help you.
The user with User Management access should log into their own account > click on the property name.
Select User Management from the drop-down menu.
On the Manage users page, click on the three dots (ellipsis) button next to the name of the user account, then select Edit this user.
They will then need to verify with their own MFA.
Under Security settings next to the current authentication method, they then need to click Reset.
Click the Confirm button to complete the action to reset the user’s MFA.
The user will then be prompted to set up a new MFA method the next time they log in or attempt an action that requires it.
If no one at your property has User Management access, or if those users are unavailable, contact our support team for assistance.
How to log in with MFA using the SiteMinder mobile app
On your desktop, log in with your e-mail address and password.
You will see a number on the multi-factor authentication screen under "Confirm the number". You will need select the matching number in the SiteMinder app.
You will receive a notification on your mobile device asking to authorise the sign in. Open the notification.
Log into your account in the SiteMinder mobile app, select the matching number and complete the biometric login (face or fingerprint recognition).
You will then be taken to the mobile app dashboard and logged in successfully on your desktop device.