Login Assistance Workflow
If you're having trouble logging in, the Login Assistance Wizard workflow is here to help! It's a comprehensive step-by-step guided user interface that guides you through the process of resolving login issues by providing various options and actions for problems with login.
You can use it if you've forgotten your Azure or Empower ID password, are locked out of either system or are having trouble with MFA on your mobile phone just because you changed your phone. This user-friendly wizard simplifies tasks like password reset and unlock and even issues Azure Temporary Access Passes (TAPs). It also allows for resetting, unblocking, and unenrolling from Azure/EmpowerID Multi-Factor Authentication (MFA) and deleting MFA assets and preferences.
Follow the instructions below to use the Login Assistance Wizard
To receive help logging in to EmpowerID, click on the Login Assistance Workflow on the login screen.|
First is the identification process. Please enter either your EID login name or the Email associated with your account.
Please select your identity provider based on your authentication method. You can choose between Azure AD or EmpowerID. If you choose “I log in using EmpowerID, “please follow the instructions below or skip to step #4 if you use Azure login.
Login Assistance Wizard WorkflowI'm unable to remember my password, or I've gotten locked out: This option in the wizard allows users who are unable to remember their password or have been locked out of their account to regain access.
The system now finds all registered MFA and will prompt you to select an option to choose your multi-factor authentication. The wizard will guide you through the recovery process from Login Assistance With MFA flow. Please follow the instructions here.
In case the account does not have MFA registration, the system will find the email and phone numbers registered for the user and attempt to send a one-time password to either of them. The wizard now enters Login assistance with email/phone flow and guides you through recovery. Please follow the instructions here.
If you cannot receive an email or a voice call for the OTP, you can create a manual request to vouch for you. The wizard will guide you through the recovery process from the Login assistance by requesting identity validation flow. Please follow the instructions here to proceed.
I remember my password, but I can't perform multi-factor authentication (lost or new phone or another issue): This wizard option comes in handy for users who recall their passwords but face obstacles while undergoing multi-factor authentication. It provides a solution for situations where users lose their phone, acquire a new one, or encounter other issues. The system will find the email and phone numbers registered for the user and attempt to send a one-time password to either of them so that you can easily reset the multi-factor authentication registered for your account. Please follow the instructions in Login assistance by resetting MFA to troubleshoot your login issue.
I'm not sure what the problem is, but I can't log in: If you are facing login difficulties without a clear understanding of the underlying issue, selecting this option will provide you with helpful troubleshooting steps and guidance. Please follow the instructions in the section Login Assistance by requesting identity validation flow for the login recovery.
Please follow the instructions below if you choose “I log in using Microsoft Azure“
I'm unable to remember my password, or I've gotten locked out: This option in the wizard allows users who are unable to remember their password or have been locked out of their account to regain access.
The system now finds all registered MFA and will prompt you to select an option to choose your multi-factor authentication. Please follow the Login Assistance With MFA flow instructions to guide you through the recovery process.
In case the account does not have MFA registration, the system will find the email and phone numbers registered for the user and attempt to send a one-time password to either of them. Please follow the Login assistance with email/phone flow instructions to proceed with assistance.
If you cannot receive an email or a voice call for the OTP, you can create a manual request to vouch for you. Please follow the Login assistance by requesting identity validation flow instructions to proceed with the wizard.
I remember my password, but I can't perform multi-factor authentication (lost or new phone or another issue): This wizard option comes in handy for users who recall their passwords but face obstacles while undergoing multi-factor authentication. It provides a solution for situations where users lose their phone, acquire a new one, or encounter other issues. The system will find the email and phone numbers registered for the user and attempt to send a one-time password to either of them so that you can easily reset the multi-factor authentication registered for your account. Please follow the instructions in Login assistance by resetting MFA to troubleshoot your login issue.
I'm not sure what the problem is, but I can't log in: If you are facing login difficulties without a clear understanding of the underlying issue, selecting this option will provide you with helpful troubleshooting steps and guidance. Please follow the Login assistance by requesting an identity validation flow instructions for the login recovery.
Login assistance with MFA
In case the administrator has established a password policy with more than 2 LOA points, the user might have to go through multiple rounds of multifactor authentication (MFA).
The system has identified all registered MFA and will prompt you to choose your preferred multi-factor authentication method. Kindly follow the instructions provided for your chosen authentication method. Your MFA options may vary from the image below, as the wizard will load the MFA that has been configured for your account.
After choosing your preferred MFA, our wizard will walk you through the necessary steps. Please refer here if you need more detailed instructions on completing the MFA process. The screenshot below shows what you'll see if you select the EID mobile authenticator as your preferred MFA option.
To successfully complete the authenticator challenge, you need to either approve the push notification or enter the authentication code.
In order to reset their password, the user is directed to the "Change Password" page, where they can then proceed to reset their password.
Finally, the wizard will provide you with a list of all the accounts for which the password has been changed.
Login assistance with email/phone
To receive assistance with logging into their account via email or phone, users must ensure that their profile information includes their email address and phone number.
In case the account does not have MFA registration, the system will find the email and phone numbers registered for the user and attempt to send a one-time password to either of them.
If you have received the One-Time Password (OTP), please choose "Yes." and follow the instructions below. If you cannot receive the OTP, please choose “No,” and keep pressing No to retry. After some clicks, you should be able to see a screen asking you to create a request for someone to validate your identity manually. Follow the instructions here to create the request.
Enter the passcode and click Next.
In order to reset their password, the user is directed to the "change password" page, where they can then proceed to reset their password.
Finally, the wizard will provide you with a list of all the accounts for which the password has been changed.
Login assistance by requesting identity validation
The person who can verify your identity depends on the approval policies set by the system administrator. Therefore, you can only select one from the available individuals.
If all other options fail, you can request assistance for manual identity verification. A screen will appear, giving you the option to create a request for manual identity verification. Click on yes to proceed further.
Provide details to raise your request,
Message: Write a compelling and detailed message to those whom you're seeking to vouch for your identity.
Share Email and Phone: Please provide the email or phone number that you currently have access to. If the person vouching for you confirms it, you will receive an OTP with the details provided. It is not necessary for the phone or email to be the same that is configured in your profile.
Select a Person to Vouch for You: Please choose someone who can confirm your identity.
Once you have raised the request, the approver will receive the business request.
Once the approver approves your request, an OTP will be sent to the email or phone number you provided.