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2-Step Verification FAQ

Cameron Glegg
  • Updated

This is a list of Frequently asked questions related to our new 2-Step Verification enrollment.

 

What happens to employees who are "On Hold" at the end of the Enrollment Period?

All users regardless of their status (Active, On Hold, Terminated) will not have access to their Google Account (and subsequently their AlayaCare application) if they have not enrolled in 2-Step Verification by the end of the enrollment period.

Once 2-Step Verification is "enforced" on July 1st. Those individuals who have not yet enrolled will be locked out of their accounts.

 

Can I get a list of users who have not enrolled yet?

Yes the helpdesk is happy to provide you with a list of these users. Please follow this support article for more information.

 

I have a Caregiver who is locked out of their account, what now?

When the Caregiver logs in he/she will see the below message:

Screenshot_2023-05-26_121514.png

This means that that user did not enroll in 2-Step Verification within the enrollment period. Now they are locked out of their account.

The next step is to reach out to the Help Desk and submit a ticket at support.nursenextdoor.com. Then the helpdesk team will follow their process for unlocking the account.

This is the process that the helpdesk team will walk you through:

  1. Helpdesk will move the user account to a special "folder". This "folder" does not have 2-Step Verification enforced. While the user account is in this area they will not have access to any applications via SSO (ie. AlayaCare)
  2. The user will then be able to log into their account and enroll in 2-Step Verification.  Please use this support article to help guide them through the enrollment process. 
  3. Reach out to the Helpdesk Team to let them know that the user has successfully enrolled in 2-Step Verification.
  4. Helpdesk will confirm that 2-Step Verification is "Turned On" and they will move that user account back into their correct "folder".
  5. After this the user account will regain all access to applications via SSO.

After this the account will be successfully "unlocked".

 

I have a Caregiver who is changed their mobile phone, what now?

In this particular case, the next step is to reach out to the Help Desk and submit a ticket at support.nursenextdoor.com and provide them with an updated mobile number for the caregiver. Then the helpdesk team will follow their process for changing the number on the account and the caregiver will be able to complete the 2-step login process.

 

 

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