Two-Factor Authentication

Two-factor authentication provides an additional layer of security during the login and authentication process by requiring a PIN - something you know - and a value from an approved device, such as a hardware token or a smartphone - something you have.

There are two methods for using two-factor authentication with Wdesk: a smartphone or hardware security token. The hardware security token (FOB) method will require purchase and installation fees. You can contact your Customer Success Manager for more information on both of these methods.

Configuring for Smartphones

Prior to using this option, you will need to have Google Authenticator configured on your smartphone. Once the account is set to use two-factor authentication, you will receive an email with instructions on the configuration process. Select the link in the email to be redirected to the setup steps.

  1. Enter in the following information then click Continue:

    • Username: Your Wdesk user name.

    • New PIN: A number you will use as part of your login process.

    • Confirm PIN: Repeat your PIN to confirm.

      • Your Pin must be between 4 and 30 characters long.

      • It is numeric only.

      • It cannot contain more than 2 repeating numbers.

      • It cannot contain more than 3 numbers in a sequence (ex: "123" is okay – "1234" is not).

  2. Open the Google Authenticator application on your smartphone and scan in the QR Code. Some older model smartphones and BlackBerry users will need to manually enter in the Key on your phone.

  3. Click Continue to profile.

  4. You will be redirected to the Wdesk login page.

  5. Enter in your Username.

  6. Enter in your PIN followed by the temporary verification code displayed on your smartphone.

Example
PIN = 0101 Temporary Verification Code = 544387 Your password will be: 0101544387 NOTE: Google Authenticator will generate a new temporary verification code each time you need to log in to Wdesk.

Make sure your device has the current time, as OTP (one time passwords) are generated based on the current time and certain devices do not automatically update their clocks.

Subsequent Logins

  1. Go to the Wdesk login page.

  2. Enter in your Username.

  3. Open Google Authenticator on your smartphone. (If you have multiple accounts, select the Wdesk account on your phone)

  4. Enter in the PIN and temporary Verification Code combination in the Password field.

  5. Click Sign In.

Expired Sessions

If your Wdesk session times out due to inactivity, you will simply need to retrieve another Temporary Verification Code from your smartphone and enter in the PIN and Temporary Verification Code combination in the Password field.

Forgotten PIN

If you should forget your PIN, select the Forgot Password link on the Wdesk login page. An email will be sent with a link and instructions that will allow you to enter in a new PIN. These will be the same steps you took in the initial configuration above, as appropriate for your device.

Changing PIN

If you want to change your PIN:

  1. Go to the Wdesk login page.

  2. Select the Profile tab from the toolbar, then Change PIN.

  3. Enter in your current OTP, your old PIN, and your new PIN.

Configuring with a Hardware Security Token

The second option for two-factor authentication is the use of a hardware security token, also called a FOB, and the OTP (One Time Password) that it generates.

Your Customer Success Manager can provide you with a list of supported devices and will work with you to configure it.

Once the account is set to use two-factor authentication, you will receive an email with instructions on the configuration process. Follow the link in the email to be redirected to the setup screen.

  1. Enter in the following information then click Continue:

    • Username: Your Wdesk user name.

    • Current OTP Device Digits: The one-time password shown on your hardware security token. This will be a series of 6 numbers, randomly generated each time you access the device. (NOTE: This number should not include any spaces. If you see spaces on your device, do not include them.)

    • New PIN: A number you will use as part of your login process.

    • Confirm PIN: Repeat your PIN to confirm.

      • Your Pin must be between 4 and 30 characters long.

      • It is numeric only.

      • It cannot contain more than 2 repeating numbers.

      • It cannot contain more than 3 numbers in a sequence (ex: "123" is okay – "1234" is not).

  2. Select Continue to profile. You will be redirected to the Wdesk login page.

  3. Enter your Username.

  4. Enter your password. This will be your PIN followed by the OTP displayed on the hardware security token. (NOTE: this will be a different number than entered on the previous setup screen.)