Enable Two-Factor Authentication in the Nexcess Portal

Introduction

Two-Factor Authentication (2FA) is the most secure way to protect your Nexcess account. Instead of relying solely on a password (one factor), 2FA requires a password plus a unique, time-sensitive code (two factors) from your phone, effectively blocking unauthorized access.

Prerequisites

• A Nexcess account.
• An authenticator app, such as Duo Mobile, LastPass Authenticator, or Google Authenticator.

Step-by-Step Instructions

Enable or Disable Two-Factor Authentication

Use the following instructions to enable two-factor authentication for your my.nexcess.net account.

1. Log in to my.nexcess.net.
   
2. From the drop down list, select 2-Factor Auth. 
   
3. Click the Enable Two-Factor Authentication toggle.
   
4. When enabling Two-factor authentication, you will need to scan the QR Code or enter the key into your authentication app.
   

5. Your authentication app should provide you a unique passcode. Enter that into the Authentication Code dialog box.
   
6. Click Update to complete the process.
   
7. You will be given the opportunity to save a list of Backup Codes. We highly recommend you keep a copy of these in a safe location.

You may now either authenticate with the app, or with SMS. See below for instructions regarding both methods.

Authenticating with Two-Factor

1. Log in to my.nexcess.net.
   
2. Open your authenticator app and select the code associated with your my.nexcess.net account.
   
3. Enter the six-digit code into Authentication Code field in the Log In page.
   
4. If desired, select the Remember this device for 30 days check box.
   

5. Click Log In when ready.

Authenticating with SMS

If you prefer not to use a two-factor application to authenticate when logging in, you may instead choose to receive a code via SMS. The method sends the code directly to your phone, which you may then enter into the Authentication Code field.

For this method to function, your current cell phone number must be assigned to your Client Portal user. If the Send SMS Code button is not present, or is present but you do not receive SMS messages after clicking it, then you must update your cell phone number. To do so:

1. Log in to my.nexcess.net.
2. From the dashboard, select the drop-down list, then click Team. 

   

3. Locate your user, then click the orange edit icon. 

   

4. From the Country Code drop-down list, select your country. In the Cell  Phone field, enter your area code and phone number. Click Save when done.

Next Steps

• Crucial Recovery Methods: If you are unable to log in because you lost your phone or access to your authenticator app, you have two recovery options. We recommend having both before closing the setup screen.
  1. Backup Codes: If you use the Nexcess portal, ensure you save the provided Backup Codes in a safe location. These codes allow you to bypass 2FA once if you lose your phone.
     
  2. Back Up the Secret Key: Always ensure you have a backup copy of the secret key (the alphanumeric code displayed alongside the QR code) stored somewhere secure (like a password manager). This key is the only way to recover access without contacting support.
     
• Review Other Security Settings: Review other security features on your account (e.g., strong password generation).

Troubleshooting

Unable to Sync

You may occasionally see this error if you are using Google Authenticator. Sometimes the Authenticator app is simply not synced correctly and will display an incorrect code. Sync the app manually by following these steps:

1. Go to the main menu on the Google Authenticator app.
   
2. Click Settings.
   
3. Click Time correction for codes.
   
4. Click Sync now.

Frequently Asked Questions (FAQs)