Multi-factor authentication (MFA) FAQs | NCFE

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Multi-factor authentication (MFA) FAQs

Troubleshooting

Logging in to the NCFE Portal

If you’re having trouble logging into the Portal after the move to multi-factor authentication (MFA):

● First, check you’re using the correct URL: https://portal.ncfe.org.uk. If you’ve saved an old bookmark, it may no longer work.
● The first time you log in, click Forgot your password’. This will send an email to the address linked to your account. Follow the steps in that email to reset your password.
◦ Once your password has been reset, you’ll need to log in again using a new MFA code, which you’ll receive by email.
◦ If you see a ‘Your account does not exist’ message when resetting your password, please ask your centre’s Portal Admin to delete and re-create your account in My Account > Manage Users.
◦ If you still cannot log in, and haven’t received the message above, please ask your centre’s Portal Admin to confirm your account exists in My Account > Manage Users.
● If the problem continues, try clearing your cache (Ctrl+F5) or opening the Portal in an incognito/private browser tab.
● If none of this works, please contact our Customer Support team via Live Chat or email [email protected] .
● If you haven't received your verification email, please check your junk email folder and make sure our MFA email address ([email protected]) has been whitelisted by your IT support team.

 

Downloading resources from the website

If you’re having issues downloading resources, log in to the Customer Dashboard first. Once signed in, navigate from the Customer Dashboard to the resource you want to download.

Please note: You must ensure that you do not have the NCFE Portal open in your browser for this to work.

Once you are successfully logged in and see the below screen, you’ll be able to download your resource.

Frequently asked questions (FAQs)

The Portal User Guide now includes steps for setting up multi-factor authentication (MFA). To view them, open the Portal User Guide and go to the “Multi-Factor Authentication login” section.  

Multi-factor authentication (MFA) is a security measure that asks you to provide more than one method of verification when accessing your account. It adds an extra layer of protection against unauthorised access.

We’re committed to maintaining the highest standards of security. MFA provides additional protection for learner data and reduces the risk of unauthorised access. Ofqual expects awarding organisations (AOs) should ensure MFA is placed on all external-facing systems accessed by customers.

No – you should be able to log in with the same account details. If you have accessed the Portal within the last 12 months, we’ve migrated your email address to use MFA.  

When you log in to the Portal, you will need to select “Forgot your password?” and change your password. Log in using this new password to verify your identity and access your account. 

Please note: A very small number of accounts may not have been migrated due to a technical issue affecting users linked to multiple centres. If you cannot log in after resetting your password, please ask your centre’s Portal Admin to re-create your account in My Account > Manage Users. 

Since we changed to MFA your username will now be your email address. If you have multiple accounts, for more than one NCFE centre, you will now be able to access all centres with a single log in. You will login using your email address, and you can then switch between your centres in the Switch Centre section located in the top right of the page. 

You can no longer use a shared inbox for this login. Please use your individual email address.

If copying and pasting your verification code isn’t working, try typing the code in manually instead. 

If you’ve requested a second verification code, please wait at least one minute before trying again. Using the first code on the second attempt can cause login errors. 

No. MFA is mandatory for all users to protect sensitive learner data and reduce the risk of unauthorised access. 

Ofqual expects awarding organisations (AOs) should ensure MFA is placed on all external-facing systems accessed by customers. 

Yes. Once logged in, you can continue to switch between the centres you’re associated with. For more information, please refer to the Portal User Guide and navigate to the “Multi-Factor Authentication login” page. 

ESP evidence uploads FAQ

No students will be disadvantaged if you cannot submit all evidence due to MFA log-on issues.  

We can offer an extension to upload deadlines where more time is needed because of delays to upload because of MFA access (or the temporary Cloudflare issue which took the Portal offline on Tuesday 18 Nov). 

However, where the issue is MFA-related, and no immediate fix is in place, this must be raised with us alongside any extension request, as an extension alone won’t solve the underlying issue.  

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