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Set up or reset multi-factor authentication (MFA)
Set up or reset multi-factor authentication (MFA)

How to set up or reset multi-factor authentication (MFA) for your SiteMinder account.

Updated over a week ago

Important to know:

  • You can reset multi-factor authentication (MFA) when you have access to your account and current authentication method. To do so, go to your profile icon at the top right of the navigation bar > My account.

  • Setting up MFA for your account is mandatory and needs to be completed within 30 days of your first login.

  • Only one authentication method can be used at a time. It can be reset at any time.

  • We recommend using the SiteMinder mobile app for MFA. Other authenticator apps, phone call, and text options are also available.

Overview of multi-factor authentication (MFA)

Multi-factor authentication (MFA) is an extra layer of security that helps to prevent unauthorised access and protect sensitive guest and property data. When logging into your account, the first step is to enter your e-mail address and password. The second step involves authenticating with a one-time password.

You can receive your one-time password through one of these methods:

  • SiteMinder mobile app — our recommended method. Authenticate by matching a unique number and using biometric login (face or fingerprint recognition).

  • Authenticator app — use a third party app like Authy, Google Authenticator, or Microsoft Authenticator.

  • SMS — receive the one-time password via a text message.

  • Phone call – if you don’t have a smartphone or prefer not to use an app, receive the one-time password through a phone call.

For newly activated accounts, you will need to set up MFA after logging in. Then, a one-time password will be required during login:

  • every 30 days;

  • when using a new browser or incognito;

  • when using a new device;

  • after clearing your browser’s cookies.

Set up multi-factor authentication (MFA) with the SiteMinder mobile app

To set up MFA with your SiteMinder mobile app, follow the steps below:

Step 1: download and install the SiteMinder mobile app

The SiteMinder mobile app is available for free with the latest versions of iOS and Android. To find and download the SiteMinder mobile app, you can search ‘SiteMinder’ on your App Store or Play Store, or click on these links on your device: iOS device (App Store) / Android device (Play Store)

Step 2: log in to your SiteMinder account

Log in to your SiteMinder account with your e-mail address and password.

Step 3: select ‘Secure my account with SiteMinder’

You will be prompted to set up multi-factor authentication. Click on Secure my account with SiteMinder and follow the on-screen instructions.

Step 4: Set up MFA in your SiteMinder mobile app

In your SiteMinder mobile app, tap on Use this device for MFA. Allow access to biometric login (face or fingerprint recognition) by clicking on Enable now.

If you don’t want to use biometric login, you will need to use an alternate method of authentication.

Once you have enabled biometric authentication, you will get a confirmation that MFA has been set up. You will then be taken to your SiteMinder mobile app dashboard and will be automatically logged in on your browser.

Set up multi-factor authentication (MFA) with an alternate method

To set up MFA with an authenticator app, SMS, or phone call, follow the steps below:

Step 1: log in to your SiteMinder account

Log in to your SiteMinder account with your e-mail address and password.

Step 2: set up MFA with an alternate authentication method

You will be prompted to set up multi-factor authentication. Click on Alternate authentication options.

Step 3: choose your authentication method

Select an authentication method to receive your one-time password:

  • Authenticator app — download Authy, Google Authenticator, or Microsoft Authenticator. Once downloaded, scan the QR code shown with your authenticator app (or choose to Manually enter the code instead).

  • SMS — enter your direct contact number to receive your one-time passwords via text message.

  • Phone call — enter your direct contact number to receive a phone call with your one-time password. Make sure to enter a phone number that you have direct access to. The phone must not be answered by a machine, switchboard, or IVR system.

Step 4: authenticate with the one-time password

On the login page, enter the one-time password sent via text message, phone call, or an authenticator app. You will then be automatically logged into your SiteMinder account.

If you have set up MFA using an authenticator app, do not delete the app, or you will need to reset MFA and go through the setup again.

Reset multi-factor authentication

You might want (or need) to reset your MFA in the following situations:

  • You want to change how you receive your one-time password, like switching from SMS to an 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 know you will lose access to the device that MFA is set up on, make sure you reset MFA first. To reset MFA, you will need to do one last verification with your current method.

If you have access to your current authentication method, you can reset MFA by following the steps below:

  1. Go to your profile icon > My account.

  2. Click on the Reset button.

  3. Complete one last verification with your current authentication method.

  4. Follow the steps on the screen to finish resetting MFA.

If you can no longer log in to your account, please contact our support team to reset your multi-factor authentication method.

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