Setting Up Multi-Factor Authentication (MFA) for Your Metopio Account
Multi-Factor Authentication (MFA) adds an additional security layer when you sign in to your Metopio account. After you enter your password, you enter a six-digit authentication code generated from an app on your phone. Setup takes less than two minutes and only needs to be done once per account.
MFA protects your account even if your password is guessed or exposed, and it helps your organization meet its security requirements for platforms that hold administrative access to public health data.
Before You Begin
Have these ready before you start:
Your Metopio Sign-in Credentials - The email address and password for your Metopio account
Your Smartphone
An Authenticator App installed on your phone
Free options include Microsoft Authenticator, Google Authenticator, and Duo Mobile, all available in the Apple App Store and Google Play
If your organization requires a specific authenticator app, use that one. Check with your IT team if you're unsure.
Your Computer where you access the Metopio site in a web browser
Set up MFA
Sign in as usual: Go to your Metopio site and enter your email address and password then select Continue.
Scan the QR code: Point your phone's camera at the QR code shown on your computer screen. Your Metopio account will appear in the phone app with a six-digit code that refreshes every 30 seconds.
Enter the code: Type the current six-digit code from your app into the box on your computer screen then select Continue.
If a code is about to expire, wait for the next one before typing it into your browser.
If prompted, save your Metopio account to the authenticator app.
Finish: You'll be taken to your Metopio account. MFA is now active on your account.
Signing in After Initial Setup
Enter your email address and password.
Open the authenticator app on your phone and find your Metopio account.
Type the current six-digit code from your app into the box on your computer screen then select Continue.
o Codes change every 30 seconds. If a code is about to expire, wait for the next one before typing it.
o Select Remember this device for 30 days if you are on your computer that is not shared with anyone else.
Alternative MFA Methods
1. Select Try another method at the bottom of the screen.
2. Enter your Telephone Number and choose to receive either a Text Message or an Automated Voice Call with your authentication code then select Continue.
3. Type the current six-digit code from your app into the box on your computer screen then select Continue.
Troubleshooting
Problem | Resolution |
My code says it's invalid. | Make sure you're using the code for the Metopio account in your authenticator app. Try using a newer code from your authenticator app. Check that your phone's date and time are set automatically, since codes depend on accurate time. |
I can't scan the QR code. | Use the Text Message or Automated Voice Call option instead. |
I got a new phone. | Before switching, move your accounts using your authenticator app's transfer or backup feature. If your old phone is gone, use a backup code or contact Support to reset the MFA on your account. |
I lost my phone. | Sign in with a backup code if you saved one. Otherwise, contact Support to reset the MFA on your account. |
I'm locked out after several attempts. | Wait a few minutes then try again with a new code. If it continues, contact Support. |
Getting Help
If you need your MFA reset or run into anything not covered here, contact Metopio Support at support@metopio.com. Include your name, your organization, and the email address on your account. For your security, Support will verify your identity before resetting MFA on your account.