Frequently asked questions about town, community and parish councils

FAQs about multi-factor authentication  

What is multi-factor authentication (MFA)?

Multi-factor authentication enhances security by requiring additional verification steps making it more difficult for unauthorised users to gain access. This is particularly important for protecting sensitive information and preventing security breaches.

Why are we implementing MFA?

We are introducing multi-factor authentication (MFA) to give you an extra layer of protection so that, even if your password is compromised, a second verification step (e.g. a code on your phone) is required, reducing fraud risk and ensuring only you can access your Zurich applications.

How do I set up MFA for the first time?

Step 1: Log in to your Zurich Account.

Step 2: You will be prompted to complete MFA using a one-time passcode (OTP) sent to your registered email address. Follow the on-screen instructions to complete authentication.

Step 3: You may also wish to add additional MFA method (SMS). Follow the on-screen instructions to complete the setup.

Step 4: Once set up, you shall be able to use either email or SMS to complete authentication each time you log in.

What are the different MFA options available?

  • Email authentication: A code will be sent to your registered email address
  • SMS authentication: A code will be sent to your mobile phone

If user is enrolled in more than one method, user will have the option to choose an MFA method to complete authentication when prompted.

What should I do if I can't access my MFA method?

Please contact our customer support:

Can I change my MFA method after initial setup?

Yes, you can change your MFA method by logging into your application settings, navigating to the security settings, and updating your MFA preferences. Follow the instructions provided to set up a new method.

What if I receive an MFA prompt that I did not initiate?

If you receive an MFA prompt that you did not initiate, it could indicate that someone else is trying to access your account. Do not approve the request.

How often will I need to use MFA?

You will need to use MFA each time you log in to your account. You may also be prompted for MFA periodically or when performing certain sensitive actions.

What should I do if I'm having trouble with MFA?

  • Ensure you have a stable internet connection
  • Double-check that you are entering the correct code or responding to the correct prompt
  • Restart your device and try again

Where will I get voice call and SMS codes from?

When you request a code via the SMS option you will receive an SMS with OTP from Zurich.

Can I share the code with anyone?

We strongly recommend that you do not share the code you receive with anyone as this will potentially give them access to your account.