Multi-factor authentication (MFA) FAQs | NCFE

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Multi-factor authentication (MFA) FAQs

Troubleshooting

We understand that with the introduction of multi-factor authentication (MFA) to help keep your account secure, you may have noticed some changes to how you access and use the NCFE Portal. To support you, we’ve put together some helpful tips, guidance and troubleshooting information to answer common questions and help you log in more smoothly.

What if I've forgotten my password or I'm having trouble logging in?

Please follow the steps below:

  • Go to https://portal.ncfe.org.uk. If you’ve saved or bookmarked an older link, please note that it may no longer work.
  • Click 'log in' and then select 'Forgot your password.'
  • Enter your email address to receive a verification code.
  • Once you receive the email, enter the verification code and click 'verify code.'
  • You’ll be asked if you want to change your email. Click 'continue.'
  • Re-enter your email address and click 'send verification code.' Enter the new verification code and click 'verify code.'
  • You’ll be asked if you want to change your email, click continue again.
  • You're in!
  • Create a new password, confirm it by entering it a second time, and click 'continue.'
  • You’ll be taken to the Portal home screen.

Top tip: When resetting your password, you’ll receive two MFA codes — one for the reset and one for logging in. The screens look very similar, so don’t worry, you’re not stuck in a loop.

What if my verification codes aren’t arriving or are going to the incorrect email address?
  • Check your junk/spam folder.
  • Ask your IT team to whitelist the following MFA email address: [email protected]

Top tip: Check how frequently your email server retrieves new messages. Make sure it is set to two minutes or less, or the code may expire (after 120 seconds) before it arrives.

What if I don’t have an account?
  • Please contact your centre’s Portal Administrator to create an account for you. This should be managed by your centre.
  • If you are a Portal Admin, you may need to create accounts for colleagues who require access.
What if my account has gone missing?

If you see a “Your account does not exist” message when resetting your password:

  • Ask your centre’s Portal Admin to confirm your account exists in My Account > Manage Users. If the account is not listed, the Portal Admin will need to create a new account for you.
  • If you’re still unable to log in, ask your centre’s Portal Admin to delete and re-create your account in My Account > Manage Users.

If the issue continues:

  • Try a hard refresh (Ctrl + F5) while on the Portal webpage.
  • Open the Portal in an incognito/private browser window.
Additional support, troubleshooting guidance and FAQs

If you need additional help, please read our other FAQs below.  

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. 

This is the Portal admin at your centre.

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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