Multi-factor Authentication (MFA) Support

As part of Entertainment Partners’ ongoing commitment to ensuring the highest levels of security for our clients and the industry, EP implemented authentication (MFA) across the platform. MFA, which requires that you enter a one-time passcode when you sign in, enhances security, and reduces the risk of unauthorized access by requiring an additional layer of verification to access accounts.

Get mobile authentication apps like the Ping Identity (PingID) mobile app from the Apple App Store or the Google Play Store.

If you do not have your old device, contact EP Support.

If you still have your old device:

1. On the product sign-in screen, enter your email address and click Continue.
2. Enter your password and click Sign in.
3. Complete multi-factor authentication (MFA) by entering the passcode from your usual method, such as SMS or the authenticator app on your phone or desktop. If you set up multiple authentication methods, you can choose the one you prefer.
4. After signing in, you’ll see the Welcome screen. Click Manage authentication methods to open your EP Account administration screens.
5. From the My Account tab, you can add, edit, or remove authentication methods.

Best practice: EP recommends having at least two authentication methods for backup. If you remove all MFA methods without adding another, you may be locked out of your account.

Contact EP's dedicated 24/7 MFA support line:

• North America: 1-855-476-0612
• Australia: +61 1800 418 507
• Ireland: +353 1 800 333 331
• Malta: +356 8006 2929
• New Zealand: +64 800 450 177
• United Kingdom: +44 800 031 8393

Use the MFA method you chose when you first configured. This could include a passcode from a mobile authenticator app (like PingID or Google Authenticator) or a text message (SMS) sent to your phone.

If you know your method, open the app or check your text messages for the passcode.

If you don't have access to your app or can't remember which method you selected, contact EP's dedicated 24/7 MFA support.

• North America: 1-855-476-0612
• Australia: +61 1800 418 507
• Ireland: +353 1 800 333 331
• Malta: +356 8006 2929
• New Zealand: +64 800 450 177
• United Kingdom: +44 800 031 8393

While you can use either, check with your organization about their preferences and requirements.

You must set up MFA for each email if you access EP products using different email addresses.

If you don’t see a prompt to set up MFA when you sign in to your EP product(s), there’s nothing more you need to do.

Please check the following:

• Ensure that your MFA app is connected to the internet and that there are no network issues.
• MFA passcodes have a limited lifespan. Make sure you enter the code before it expires.
• If you use multiple email addresses to access EP products, you might have multiple MFA instances set up. When logging in, you select the correct EP option on your authenticator app that corresponds to the email address you’re currently using.
• Clear your browser’s cache.
• If there’s a time difference between the device generating your MFA passcode (e.g., your mobile phone) and the device you’re using to log in to EP products (e.g., your desktop), the passcode might not be accepted. This is common with Google Authenticator, which can be sensitive to time discrepancies.

To determine if the time is out of sync on Google Authenticator:

1. Open the app.
2. Tap the Menu icon.
3. Tap Settings.
4. Tap Time correction for codes.
5. Tap Sync Now

If you try these steps and are still experiencing issues, contact your EP Support team.

Please note that EP Support may be unable to assist with questions directly related to your authentication method. Go to more help here:

• PingID mobile application
• Google Authenticator application
• PingID desktop application

If you encounter difficulties with your EP Account due to other MFA issues, please don’t hesitate to contact your EP Support team.

Although you only need to set up MFA once, you will be prompted to enter MFA with each sign-in to the EP platform or after each period of inactivity.

Yes, you can if you have the correct administrative rights on your computer to add a desktop authenticator. You may need to contact your system administrator for assistance. Otherwise, you can add a desktop authenticator during any sign-in by selecting Manage my authentication methods.

No, to safeguard your data, everyone must have unique EP Account credentials and an MFA instance to access all EP products and integrated services. Sharing credentials is a security risk, and there are no supported options to bypass MFA. Please ensure each team member registers an EP Account and sets up MFA.

EP recommends using SMS authentication as your primary method and then PingID or Google Authenticator as a backups. However, you can use another Time-Based One-Time Password (TOTP) compliant mobile app. Please note that EP is unable to provide direct support for third-party mobile apps. If you need help, contact the app's support team.

1. From the authentication screen, select Settings.
2. On the My Devices screen, click + Add. Follow the prompts and authenticate with your current, primary method to continue.
3. Next, on the Add a New Device screen, scan the QR code to add the Ping Mobile app or select an option from Other Authentication Methods.
4. Once you choose your second method, you'll be prompted to authenticate using it. Your new, second method is then saved to your account.
5. The next time you sign in, choose which method to use by selecting Change Device.
6. Click Settings any time to manage or remove your authentication methods.

Returning users will complete one-time setup steps, including enabling text-based delivery for multi-factor authentication (MFA) passcodes. After this first sign-in, follow the usual process: entering EP Account credentials and authenticating.

1. Go to your EP product. Updated screen designs will be available.
2. Enter the email address associated with your EP Account. Then, click Continue.
3. Enter your password and click Sign in.
4. Complete MFA using your usual method, like the app you set up on your phone or desktop. If you have set up multiple authentication methods, you can choose the one you prefer.
5. Next, add a phone number. This helps verify your identity, sets up SMS authentication, and makes account recovery easier. Click Verify.
   
   Note: If you already use SMS authentication, this step will not apply, and you will not need to reenter your phone number.
   
   ⁠Important: Phone numbers are required. Providing a phone number helps protect your EP Account, makes support and recovery easier, and enables SMS passcodes. EP will never use your number for unsolicited calls or texts, and you can choose a different authentication method during any sign-in.
6. Review the SMS Messaging Terms and Conditions. Click Continue to accept.
7. A verification code will be sent via SMS to the number you entered. Enter the code and click Verify to complete SMS authentication setup.
   • SMS authentication will be available as an option next time you sign in.
   • You can still use any previously set up method or select Manage authentication methods to make changes.
   • EP recommends keeping SMS authentication as a backup, even if you prefer another method.
8. Click Continue to sign in.
9. Next, complete email verification. An email with a verification code will be sent to your inbox. This step is required only once for account support and security.
10. Enter the email verification code.
11. Click Continue to finish up and access your EP product.

You do not have to use SMS authentication; you have the flexibility to continue using any previously set up method or add a new authentication method during any sign-in. However, EP recommends that you do not remove it and keep SMS authentication as a backup.

You do not have to use SMS authentication; you have the flexibility to continue using any previously set up method or add a new authentication method during any sign-in. However, EP recommends that you do not remove it and keep SMS authentication as a backup.

Follow these steps:

1. On the product sign-in screen, enter your email address and click Continue.
2. Enter your password and click Sign in.
3. Complete MFA by entering the passcode from your usual method, such as SMS or the authenticator app on your phone or desktop. If you set up multiple authentication methods, you can choose the one you prefer.
4. After signing in, you will see the welcome screen. Click Manage authentication methods to open your EP Account administration screens.
5. From the My Account tab, you can add, edit, or remove authentication methods.

Best practice: EP recommends having at least two authentication methods for backup. If you remove all MFA methods without adding another, you may be locked out.

Important: Do not use your browser’s Back button to leave the EP Account administration screens. Close the browser window and re-access your EP product.

Providing a phone number will help protect your EP Account, making future support and recovery easier by allowing EP to quickly verify your identity. EP will never use this information to call or text anyone unsolicited. Phone numbers can also make sign-ins more straightforward by texting an MFA passcode directly to that number (SMS authentication). However, SMS authentication does not have to be the default authentication method. You can select a different authentication method during any sign-in.

To ensure a secure and modern experience, access to EP products requires a mobile device.

EP recommends having at least two authentication methods as a backup. If SMS may be unreliable, add the PingIdentity (PingID) mobile app, which can work without mobile or internet service.

Yes. EP recommends adding at least two methods, like SMS and an authenticator app, so you have a backup if one becomes unavailable.

Onscreen prompts will guide you when you sign in. You will first set up your EP Account and then configure it for SMS authentication so you can get your MFA passcodes via text.

You will be prompted to enter MFA at each sign-in. If you are signed in and active in your product, you will not need to re-enter MFA. [