Need to Improve Handling of Two-Factor Account Log In

barjohn
barjohn Member
When you have multiple accounts that require two-factor authentication, it does not wait to complete an account before it brings up the next account.  What happens is the first account has sent its authentication code and before it can be used by the first account, the second account sends its authentication code and now it feeds the second code to the first account and so on with multiple accounts that require two-factor authentication.  It either needs to allow the first to complete before starting the second or keep the returned codes in sequence or assign the code to the correct account based on the information in the authentication message.

What I have to do now is cancel subsequent account authentications and complete the first and then co back and tell it to manually re-try the other accounts.  This is very inconvenient.

Comments

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @barjohn,

    Thanks for providing your feedback regarding this process to the Community!

    I'm not aware of any known issues with this type of behavior occurring with bank MFA requests in Simplifi, and I do know that there are a lot of Users who are able to complete multiple MFA's without a hitch.

    With that being said, would you mind providing me with a video of what you're seeing when your accounts update in Simplifi so I can share it with my Team and we can get a better idea of what's going on? If so, please let me know once you have it ready and I will email you a link to our Secure File Exchange. :smile:

    -Coach Natalie
  • AlexB
    AlexB Member
    I have exactly the same issue. It asks for different two-factors simultaneously. For example, it asks me to enter PayPal code and while I'm looking for it another screen takes place asking for Amex code...
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @AlexB,

    Thanks for posting, although I'm sorry to hear that you're seeing the same issue.

    Would you mind providing a video of what you're seeing in Simplifi so we can get a better idea of what's going on?

    Much appreciated! :smile:

    -Coach Natalie
  • AlexB
    AlexB Member
    I think I can but it can't be posted here as it contains private data. How to send it to you?
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    No problem @AlexB!

    Let me know once you have the video ready and I'll email you a link to our Secure File Exchange. :smile:

    -Coach Natalie
  • AlexB
    AlexB Member
    No problem @AlexB!

    Let me know once you have the video ready and I'll email you a link to our Secure File Exchange. :smile:

    -Coach Natalie
    Hi Natalie, yes I have the video now. The video shows the following:

    1) I log in
    2) the system asks for my Amex 2 factor code, I agree to request it as a text message
    3) moment later it asks for my PayPal 2 factor code, please note this request is weird as there are no options here on HOW to request PayPal code so instead the system might just askfor this code upfront but it just tells I need a code and I need to press a button just to go to the next scree (no value of this additional clicking, just let me enter the code)
    4) another wierd thing is that the system asked me for Amex code previously but doesn't allow to ented it, instead it goes directly to point 3 asking my PayPal code (imagine we are talking with you, you ask me for something, I start looking at my records and you demonstrate that you are not interested and ask another question. it will be treated as being rude between real people)
    5) after I agree to request PayPal code (again, that window is useless)... the next screen asks me to input not PayPal but Amex code (yes, you still need it I know, but how you structure workflow is crazy).

    Please use this description as my comments to the video when you get it. I will upload video as soon as get a link from you.

    Thanks!
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @AlexB,

    Thanks for recording a video and for providing the details!

    I have gone ahead and emailed you the link -- please let me know once the video is uploaded! :smile:

    -Coach Natalie
  • AlexB
    AlexB Member
    Hello @AlexB,

    Thanks for recording a video and for providing the details!

    I have gone ahead and emailed you the link -- please let me know once the video is uploaded! :smile:

    -Coach Natalie
    Thanks Natalie, just uploaded "Screen Recording 1.mov"
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @AlexB,

    Thank you for the video!

    I have gone ahead and gotten this behavior reported and will be sure to post back as soon as I receive an update. :smile:

    -Coach Natalie

    SIMPL-11473
  • barjohn
    barjohn Member
    Sorry, I would have sent you a video but did not get any notice that you had responded.  I waited a long time to report this as I am sure others have done, which is probably why it hadn't been reported.  My work around is to cancel the second & sometimes third request until I receive my code for the first request and I am able to enter it and it completes the account update.  Then I go to the next account that now has exclamation marks next to it and click on the exclamation mark to get the retry message and do the next account and so on until all accounts that need 2FA are done.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    No worries @barjohn!

    If you'd like to upload a video, I'd be happy to add your information to the Ticket -- just let me know once it's ready and I'll email you a link to our Secure File Exchange. :smile:

    -Coach Natalie

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