Overview
Multi-factor Authentication (MFA) describes a multi-step login process that requires the User to enter more information than just a password, such as a one-time code.
Users will have the option to mark their devices as trusted, which will exempt them from the MFA process for a specified grace period.
This article will walk through Convoso's MFA Login process, including Contact Emails and the Trusted Device option.
Please Note: These changes will not impact SSO customers.
Contents
Before You Begin
Convoso is committed to securing your Account(s) from threats like spam and fraud. As such, Convoso is enhancing the security of the platform, beginning with SMS-enabled Accounts and then extending to all Accounts.
- As of March 2025: New User Accounts and SMS Accounts are required to use Complex Passwords and change them every 30 days. These same accounts also require Multi-Factor Authentication (MFA). Each user must have a valid email for authentication.
- As of May 2025: All Accounts are required to update their passwords to meet new security standards and change them every 30 days.
- As of July 2025: All Accounts will require Multi-Factor Authentication (MFA). Each user must have a valid email for authentication. (This will deploy to accounts incrementally throughout the month.)
To learn more about these security updates, see Login Security Enhancements.
Note: Delivery of verification codes could be delayed when using legacy email providers such as Yahoo or AOL, so codes can expire before Users receive the email.
Users may need to:
- Use an alternate email address from a more modern provider such as Gmail.
- Request Admin help to reset their email or cool down their account.
Multi-factor Authentication Process
1.) Enter your email and password.
2.) Click the Sign In button.
The system will send a verification code to your Contact Email.
- If you have not entered and verified a contact email address, then you may be taken through the Contact Email Validation process first.
3.) Locate your verification code email.
- This code will only be valid for 15 minutes.
- Check both your inbox and spam folders.
Note: Verification emails will come from no-reply@convoso.com. Please ensure this address is added to your safe senders list.
4.) Submit your verification code.
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(A) Enter code: Enter the verification code here.
- If you cannot find the verification email, click the resend code link.
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(B) Trust Device: Click this checkbox to mark your device as trusted for 30 days.
- This will apply a 30-day grace period from MFA to the device you are using to authenticate.
- If you log in using a different device, you will still need to follow the MFA process.
- The box needs to be checked before clicking Submit.
- (C) Submit: Click this button to submit your verification code.
Resending Verification Codes
Multi-factor Authentication codes expire in 15 minutes. If your code expires or you have trouble locating it, you can send a new one.
Users can retry up to 8 times before entering a cooldown period.
1.) Click Resend code.
The system will attempt to send a new verification code to your Contact Email.
- The Resend code link will become inactive for two minutes after being clicked.
- There is a delay for repeated resend code requests within an hour timeframe.
- Each consecutive request will take longer to be sent.
Troubleshooting
If you cannot access your verification code after sending it multiple times. You may need to contact your Admin to edit your Contact Email.
Admins can edit the Contact Email for any of their Account's Users by following the steps below.
1.) Open the Show Users page.
2.) Click the User's Name to open their settings.
3.) Enter the correct email address in the Contact Email field or clear the field.
4.) Click the Apply Changes button.
5.) Instruct your User to attempt their Login again. Depending on whether the Contact Email field has an address, they will either be sent a verification code or prompted to enter a Contact Email again.
- To learn more about adding and validating a Contact Email, see Contact Email Validation.
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