Employee not receiving Two Factor Authentication Email

ISSUE

“Two Factor Authentication is not working”

“Two Factor Authentication email is being sent to the wrong email address”

“Two Factor Authentication email is not being sent”

2FA email

TFA email

ENVIRONMENT

Ciphr HR

RESOLUTION

If the employee is not receiving the Two Factor Authentication email or this is being sent to the wrong email address, the below guidance allows you to troubleshoot and fix:

Troubleshooting:

1 - Make sure the employee's email address is populated. This is located under Personal Data > Personal Information > Personal Details > “Employment Details” tab > ensure the “Contact Email Adress” is populated:

2 – Check the System Settings and System Configuration to ensure all fields related to emails are populated.

• System > System Configuration > System Settings > “Configuration” tab. In this area, please review and populate the below fields:

HR Email address – Used as the sender of Username change field for example

Email Verification From Address – Used as the sender of confirmation emails for example

Using Email? – Please switch this on if you would like emails sent from Ciphr

Email Change of Password? - Please switch this on if you would like password emails sent from Ciphr

• System > System Configuration > System Configuration > Filter “Group Name” to “Verification” – The receiver of verification emails where the setting is set to “HR Only” and Multi Level Verification is disabled

If the above is all set correctly, we recommend following the below method to reset the Two Factor Authentication settings:

As an admin, login to Ciphr HR and navigate to the account settings page which is the 2 Cog icon in the navigation bar:

You will then be able to select the “Forget TFA Setup” button which will allow the employee to reset their Two Factor Authentication Settings: