Multi-Factor Authentication (MFA)

What is MFA, and How Do I Set It Up?

Multi-Factor Authentication (MFA) is a security technology that requires multiple authentication methods from independent categories of credentials to verify a user's identity for login. Multi-Factor Authentication is an extra layer of protection against threats like phishing attacks and account takeovers. Heartland uses MFA as an additional measure to protect our client’s information.

How to set up MFA

Existing Users: If MFA hasn’t been set up previously, you will receive a prompt to set up MFA

New Users: New users will set it up as part of their enrollment.

• Log in at www.heartlandhcm.com; you will see a verify email address prompt.

• Check your email associated with your HCM access to get the code:

1. Enter the verification code from the email and select ‘Get Started.’
2. Choose one of the authentication options (text or app) and follow the on-screen instructions.
3. Enter the Authentication code to verify.  

• Select “Don’t ask me again for 45 days on this browser” if you prefer not to re-authenticate each session.

How often will I have to authenticate my account with MFA?

You’ll need to enter a unique MFA authentication code when you:

• Sign in. You can re-authenticate via MFA every 45 days, not at every login.
• Sign in from a new device or new web browser.

 

What are the two authentication method options to choose from?

• A text message (SMS) to your mobile phone  OR
• An authenticator app installed on your device. Click the links below for information and help with the Authenticator apps:

• Authy (Desktop and Mobile)
• Google Authenticator (Mobile only)
• Microsoft Authenticator (Mobile only)

MFA Authentication Setup Options: Choose Text or App

Text Message

Receive a text message to your mobile device with a verification code.

Prefer the other method? Simply click “I want to set up a different method” on the bottom left of the text message screen to change the setup to the Authenticator App option and vice versa.

Check the box “Don’t ask me again for 45 days on this browser” if you prefer not to authenticate every login.

Authenticator App

Download Authy (Mobile/Desktop), Microsoft Authenticator (Mobile only), or Google Authenticator (Mobile only) by clicking the link provided on-screen.

Prefer the other method? Click “I want to set up a different method” on the bottom left.

Access FAQs

FAQ for Existing Users

What happens if I can’t sign in to my account?

Password / Locked Out Issues (Forgot, password not working, or you’re locked out)

Login to your account at www.heartlandhcm.com. Enter the email address used for your account.

                 

You will be redirected to the MFA Account login page shown in the next step.

Select the “Forgot your Password” button on the MFA page; the steps to reset are listed below.

1. You will receive a verification code to your email address.
2. Enter the code online and complete Multi-Factor Authentication.
3. You will receive a code through text or an authenticator app, whichever method you choose when setting up your extra authentication.
4.  You will then be able to change your password, which also unlocks your account.

Locked out?

Continuing to enter incorrect passwords will increase the lockout duration to a maximum of 5 hours. You can choose to wait to log in or change your password to unlock; due to security parameters, we are unable to unlock accounts manually.

Forgot password process: No email received

• If you click “Forgot Your Password” and do not receive an email within 30-45 minutes, verify you are entering the correct email address associated with your account.  
• For further assistance, contact your support team at [e-mail], provide your name, company name, and the email you’re attempting to use to access your account.
• The support team is also available via phone at [phone], Monday - Friday 8:30 AM ET/ 5:30 AM PT - 8:30 PM ET/5:30 PM PT
• If your admin sets up new access, follow the welcome instructions to create a new password.

Verify the Website Address (URL) you initially entered or have bookmarked

• The Multifactor Authentication web address will be different from the original URL and is unique with every session for security purposes. Verify what URL you began with; it should be www.heartlandhcm.com.

FAQs for New Users

How do I set up my new account?

1. You will receive a welcome email with a link and be prompted to sign up.
2. Set up your password
3. Choose your Multi-Factor Authentication option as this document outlines (pages 4 & 5).

What if I can’t find my activation email?

For assistance, contact your support team at [e-mail].

Provide your name, your company name, and the email address you’re attempting to use to access your account. The support team is also available via phone at [phone], Monday - Friday 8:30 AM ET/ 5:30 AM PT - 8:30 PM ET/5:30 PM PT

What are the time frames for account activation?

• There is no time limit to activate a new account with the receipt of the activation email.
• MFA Verification Authentication codes:

• • Text: Code via text is valid for 5 minutes.
  • Authenticator App: Code refreshes every 30 seconds.

MFA (Multi-Factor Authentication) FAQs and Troubleshooting

What if the Multi-Factor Authentication verification code is not received?

Troubleshooting:

• Have a code sent to you again. Text codes expire after five minutes, and Authenticator App codes change every 30 seconds.
• If this is your first time authenticating, a third-party security app on your mobile phone might be blocking the text message or phone call. Try disabling the security app temporarily while going through the authentication process again.
• If that doesn’t work, try selecting a different primary authentication method.
• If you still don’t receive the code using another method, please reach out to your specialist, letting them know that you are having trouble with your code. They will work with our support team to reset your MFA options. Once this has been completed, your specialist will let you know to log in again and set up your Multi-Factor Authentication option again.

I have a question about the authenticator app I chose. Where do I go for help?

Click the links below for information and help with the Authenticator apps:

• Authy (Desktop and Mobile)
• Google Authenticator (Mobile only)
• Microsoft Authenticator (Mobile only)

What if I need to access my account on multiple devices?

• If you are accessing from multiple devices, we recommend using one of the MFA authentication methods that connects to your mobile device.

Will I be required to authenticate every time?

• Users will only be required to re-authenticate every 45 days if the “Don’t ask me again for 45 days on this browser” is checked when authenticating.
• Users must re-authenticate when logging into the system from a new device or if their cache/cookies were deleted.
• Different IP addresses (e.g., a hotel, Starbucks, work, or home Wifi) will not prompt verification.

How do I update my number used for MFA or switch authentication methods?

• Please reach out to your support team at [e-mail]

• Provide your name, company name, and email address used to access your account.
• The support team is also available via phone at [phone], Monday - Friday 8:30 AM ET/ 5:30 AM PT - 8:30 PM ET/5:30 PM PT

• Let them know that you need to update the phone number associated with your Multi-Factor Authentication or change to a different method.
• Once completed, you will log in again and set up your Multi-Factor Authentication with a new number or a different method.

What happens if I do not receive the activation or verification email?

First steps:

• Check your Junk/Spam folder, and mark any emails directed there as a safe sender.
• Make sure that you can receive emails from [e-mail].  
• Adding [e-mail] to your contact often resolves issues where email is directed to Junk/Spam.

If you’re still not receiving the emails:

• Please reach out to your support team at [e-mail]
• Provide your name, company name, and email address used to access your account.
• The support team is also available via phone at [phone], Monday - Friday 8:30 AM ET/ 5:30 AM PT - 8:30 PM ET/5:30 PM PT

What browsers are supported?

We recommend using one of the following browsers to access your HCM Account: Google Chrome, Firefox, and Microsoft Edge. Using an unsupported browser may cause access issues.

Questions?

For questions regarding this security enhancement, you can reach your support team at [e-mail]

• Provide your name, your company name, and the email address you use to access your account.
• The support team is also available via phone at [phone], Monday - Friday 8:30 AM ET/ 5:30 AM PT - 8:30 PM ET/5:30 PM PT