Q: What is Multi-Factor Authentication (MFA)?
A: Multi-factor authentication (MFA) is a security mechanism that requires users to provide two or more pieces of evidence to verify their identity when logging in or registering on a website or an app. This is an additional security mechanism on top of the traditional email and password verification.
Q: Why do we need MFA to help protect user accounts?
A: MFA helps protect users' accounts from unauthorized access, phishing, and identity theft, and adds an extra layer of security that makes it harder for hackers to compromise our accounts.
Q: What impact will MFA have on you?
A:
- MFA will add an extra layer of security to your account and prevent unauthorized access.
- MFA will not affect your current password policy or settings. However, we recommend that you review and update your password if necessary, following these guidelines:
- Must be at least fourteen characters long
- Must have one uppercase letter
- Must have one lowercase letter
- Must have one number
- Must have one symbol
- Shall be different from the user's login name
- Cannot contain three consecutive, identical characters (alphabet, number, or special characters)
- MFA will require you to verify your identity every time you log in to your CSG Forte account> and applications, which may take a few extra seconds.
- MFA will allow you to use various methods of verification, such as SMS, or phone call, to your mobile or land line, depending on your preference and availability.
Q: How does MFA work?
A: Once you enable two-factor authentication with your phone number, every time you login to Dex (unless you select the ‘Remember Me’ feature option), we will send you a verification code to the registered phone number. You will be prompted to enter the verification code that you received in your phone on the Dex screen. If the code entered is correct, you will successfully get access to your Dex account.
Q: Is there a way to change the phone number enabled for MFA?
A: Yes, to change the phone number for two-factor authentication (2FA), navigate to the 'My Profile' section within Dex and select the 'pencil-edit' icon. You will be prompted to enter your phone number and choose how to receive the verification code, either by SMS or phone call.
Q: How does MFA help prevent fraud?
A: As access to your phone is limited to only you, the verification code sent to you is accessible only by you, thus preventing unauthorized access to your Dex account.
Q: Why do I need to enable-multi-factor authentication?
A: As a Dex user, you have access to many sensitive operations within Dex that control the money movement from and to your bank account, as well as that of your customer's. It is critical that you add the extra layer of authentication to prevent fraudulent activities and to protect your business and reputation.
Q: Which applications or services require MFA?
A: Currently, MFA is required for accessing the following applications or services: Dex. We will notify you if we add more applications or services to the MFA list in the future.
Q: Is there an alternative to using a phone for MFA?
A: Verifying by a device or biometrics is the safest way to prevent fraud in the form of account takeovers. We understand that phone that phone verification may not be convenient for everyone. We are exploring additional methods for MFA, such as secondary email verification to expand our option to better suit our users' needs.
Q: What should I do if I forget my phone or have poor cell service?
A: We take your Dex account seriously. So, at this time you will be required to have access to a phone line to login to Dex. If you forget your phone or have poor cell service, you can reach out to Forte to have your phone number in your Dex profile updated, so you can login to Dex again.
Q: Can I stay logged in longer to avoid multiple MFA prompts?
A: Yes, we have a ‘Remember Me’ feature that will allow users to stay logged in longer while maintaining security. This means that after a customer successfully verifies their identity, they won't be asked for MFA verification on that device again for the next 24 hours, enhancing their overall experience by reducing the frequency of verification. However, should the user attempt to log in from a new IP address, even on the same device, MFA will be required again within the 24-hour window. 
Q: When did the MFA mandate for net new Dex users go into production?
A: The MFA mandate for net new Dex users went into production on November 7th, 2024. From this date and time forward, any new individual users registering for the Dex platform will be required to enable Multi-Factor Authentication (MFA) as part of the registration process.
Q: What is a "net new Dex user"?
A: A "net new Dex user" refers to an individual user who is registering or enrolling in the Dex platform for the first time. This can apply to:
New Users from Existing Organizations or Merchants:
These are new individual users within an organization or merchant that has already been using Dex, but the user has not previously interacted with or registered for Dex.Completely New Organizations or Merchants:
This applies to an entirely new company or organization that starts using Dex for the first time. The individual users within that organization are considered net new users as they register and enroll in the platform.
Q: How can I provide feedback on the MFA process?
A: We value your feedback and are continuously working to improve our services. Please contact our support team with any suggestions or concerns regarding the MFA process, and we will take them into consideration for future updates—submit a ticket here or call 866-290-5400.