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Multi-Factor Authentication (MFA)

Christine Sanchez Updated by Christine Sanchez

This guide covers frequently asked questions around MFA including how to set it up, use it, and troubleshooting common problems.

What is Multi-Factor Authentication?

Multi-Factor Authentication (MFA) is an extra layer of security designed to ensure that you are the only person who can access your account, even if someone knows your password.

With MFA, users are prompted to enter a six-digit code after entering their password. This six-digit code is available via an authentication app that is set up on the user’s personal device(s), or you can choose to have your code sent via text (SMS).

Why am I required to use Multi-Factor Authentication?

As part of Entertainment Partners’ ongoing commitment to ensuring the highest levels of security for our clients and the industry, EP has implemented Multi-factor Authentication (MFA) across our solutions. For more information, navigate to https://www.ep.com/mfa/general/.

Note: If you use multiple email addresses across your EP products, you will be prompted to set up MFA for each one.

Setting up Multi-Factor Authentication (MFA)

Each time you log in to the web app or mobile app, you will be prompted to enter a 6-digit code following your password. If you have not previously used MFA with any EP Products, you will prompted to set up MFA upon your next log in. You can choose to set up your MFA to have this code generated by an authenticator app, a desktop app, Yubikey or SMS (Short Message Service).

Using an Authenticator App

If you choose to use an authenticator app, we recommend using Google Authenticator or Authy with Multi-Device and Backups enabled.

  1. Go to the App Store or Google Play to search for and install an authenticator app on your mobile device. We recommend Google Authenticator or Authy.
  1. Set up an account for the authenticator app with your email address.
  2. Log in to synconset.com or assets.synconset.com with your email and password. You will be prompted to set up MFA by clicking Start on the Welcome to Entertainment Partners page.
  3. Click Authenticator at the bottom of the Add a New Device form to generate a QR code.
  1. On the authenticator app, tap BEGIN SETUP or (+) (Google Authenticator) or the red (+) Add Account (Authy). The authenticator app will prompt you to scan the QR code.
Google Authenticator and Authy
  1. Tap Scan a QR code (Google Authenticator) or Scan QR Code (Authy).
    1. If you are on a mobile device, you cannot scan the QR code but you can tap Manual Pairing under the QR code to set up the token. Then tap Enter a setup key (Google Authenticator) or Enter key manually (Authy).
Warning: If using Authy, you will be prompted to create a backups password (see more below). DO NOT SKIP THIS STEP! If you upgrade your mobile device or delete and reinstall the app, you will need this password to restore your account.
  1. After you scan the QR code (or manually enter the key), the app will generate a 6-digit time sensitive code for you to enter.
  2. Return to the SyncOnSet login page, enter the 6-digit code from the authenticator app, and click Verify.
Note: The code is time-sensitive and resets every 30 seconds.
Authy Multi-Device and Backup Password

Authy Backups Password is a feature provided by Authy that allows users to encrypt and sync their tokens across Authy’s servers. This means your tokens can be imported to multiple devices.

In order to set up Backups, you must first create a Backups Password to encrypt your data. Due to the encrypted nature of the data, your password is never stored by Authy and therefore cannot be retrieved if you lose it or forget it. Backups is required to effectively use multi-device.

Authy Multi-Device is a feature that allows Authy users to log in to their account on multiple devices simultaneously. For security, when multi-device is disabled, Authy accounts and their tokens are device specific. This means if you get a new device or deletes and reinstalls the Authy app without multi-device enabled, your account is locked and inaccessible without Authy’s support.

Pro Tip: To avoid locking your Authy account, keep multi-device on at all times so you can access your account, regardless of device. Once you have Authy set up and multi-device enabled, download the Authy desktop app to make it easier to access your MFA token from your computer.

Using SMS (Short Message Service)

  1. Log in to synconset.com or assets.synconset.com with your email and password. You will be prompted to set up MFA by clicking Start on the Welcome to Entertainment Partners page.
  2. Click SMS at the bottom of the Add a New Device form to have a code sent to your phone as the default option.
  1. On the SMS screen click the dropdown to select your country code.
  1. Enter your phone number. Then, click Next.
  2. The Verification screen opens. A confirmation passcode is texted to your mobile device. Enter the passcode and then click Verify.
    1. The Authenticated screen means success, and you are signed in to your EP product. You will also receive email confirmation.

Using PingID Mobile App

  1. Log in to synconset.com or assets.synconset.com with your email and password. You will be prompted to set up MFA by clicking Start on the Welcome to Entertainment Partners page.
  2. PingID mobile app is the default option on the Add a New Device form.  
  1. Using your mobile device, open your camera app and scan the QR code, which prompts you to download or open the PingID mobile app. The PingID app opens and verifies your device. Complete your profile by adding an account nickname. Tap Done when complete.    
  1.  The Authenticated screen means success. Your six-digit token displays on your PingID mobile app, or you can choose to have it authenticate biometrically. For future logins, enter the code and click Sign On.

Using PingID Desktop App

  1. Log in to synconset.com or assets.synconset.com with your email and password. You will be prompted to set up MFA by clicking Start on the Welcome to Entertainment Partners page.
  2. Click Desktop at the bottom of the Add a New Device form.
  1. Depending on your computer, click Download for Windows or Download for Mac OS X to download the PingID desktop app. 
  1. Open the PingID desktop app. Enter the pairing key from the Desktop Setup screen and click Pair.
  1. Set up a security PIN for PingID. This is a six-digit number of your choice that you use to unlock your PingID desktop app. Enter your PIN and click Next. Re-enter your PIN and click Done.
  1. Your six-digit token displays on your PingID desktop app. For future logins, enter the code and click Sign On.

Resetting Multi-Factor Authentication (MFA)

If you need to change your primary MFA method or want to add a secondary method you can reset your MFA without contacting Support.

If you no longer have access to your primary MFA method, please contact support at sos_support@ep.com.

From PingID Settings

  1. Log in to synconset.com or assets.synconset.com with your email and password. You will be prompted to enter an MFA token. Instead of entering an MFA token, click Settings at the bottom of the page.
  1. Click +Add.
  2. Click Continue to authenticate.
    1. If you have access to your current authentication method, enter the token and click Sign On.
  3. Click +Add and select your chosen authentication method as outlined above.
Pro Tip: To delete an existing authentication method, click the Down Arrow icon in line with it, then click the Trash Can icon.

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