Multi-factor authentication for Xenial products

As a Xenial customer, you trust us to keep your data secure.

We’re strengthening your Xenial product security with the addition of multi-factor authentication (MFA). It’s an extra layer of protection for your account login credentials and business data. And it’s easy to set up.

Why you need MFA

Multi-factor authentication is an extra layer of protection against cyberthreats like phishing attacks and account takeovers. It verifies your identity with two different “factors” of authentication when you log in.

These factors could be:

Something you know

A password, PIN, or answer to a security question

Something you have

A smartphone, one-time pass token, or smart card

Something you are

Biometrics, like your fingerprint

How MFA Works

MFA will require users to authenticate by entering their username and password, plus a unique code. When users initially set up MFA, they will need to provide an email address. A user account must be for an individual user, and not shared by multiple users.

For all products the unique code will be sent via email. For back office products, users will also have the option to receive the unique code via SMS (text).

It’s extra account security for an extra layer of protection.

Your Questions, Answered

Why is Xenial implementing multi-factor authentication?

To make your Xenial software experience as secure as possible, we are introducing Multi-factor authentication (MFA). MFA provides an additional layer of protection for your account. It significantly decreases the risk of unauthorized account access by combining the password (something you know) with a second factor, like a one-time passcode sent to your mobile phone (something you have).

Is this the same thing as two-step verification?

Yes. Different websites refer to this security feature in several ways: multi-factor authentication, two-factor authentication, and two-step verification are common descriptions.

Who do I contact if I have issues logging in, receiving the code, technical issues, etc.

Depending on the product you are attempting to access, you will need to contact a product administrator from your company.

Can companies or individual users opt out of multi-factor authentication (MFA)?

No.

Do I need an email address or mobile phone number to authenticate?

Yes. When you initially set up MFA, each user will need to enter an email address. Users of back office solutions can opt to have their unique code delivered via SMS (text) message. The unique code will be sent via email for all other Xenial products.

Is an email address required to enroll?

Yes.

Once I authenticate on a device, will I need to go through the process again?

Yes. Users need to authenticate on every device and each browser they use to sign in to Xenial products. After the initial successful authentication, most users will be required to authenticate with MFA once every 45 days. Administrative users will need to authenticate once every 24 hours.

What if I have multiple users sharing the same username and password?

You will first need to set up user credentials for each individual user. Each user must have their own username, password and email address so they can be authenticated with MFA.

I use multiple Xenial products moving to MFA. Will I need to authenticate for each product separately?

Yes. You will need to set up authentication for each product that you access.

What happens if my email address or mobile phone number change?

A product administrator from your company can reset them.

How do I login if my mobile device is lost or damaged?

Authentication is always available through email in the event your mobile device is not available.

How is my personal information stored securely? Is my personally identifiable information (pii) protected?

You can find the link to our privacy policy here.

Can I use a 3rd party authenticator instead of an email address or mobile number?

No. Xenial and Global Payments are using OKTA authentication, which is an industry- leading authentication tool.

Will I be charged for receiving SMS notifications?

Check with your provider, but standard messaging and data rates may apply.

I registered my email address or mobile device, but I did not receive a notification. What should I do?

If you do not receive the confirmation message within a few minutes of signing up, please check your Junk E-mail or SMS folder.

Will MFA be required for Xenial POS or Kitchen installation?

MFA is not required for POS or XKM install. Portal users performing installs will NOT be challenged. However, if the same user tries to log in PORTAL, they will be challenged.

Additional resources and job aids can be found below

SICOM Portal Job Aid

Xenial Portal Job Aid

45-Day "Remember Me on Device" - RTIconnect

45-Day "Remember Me on Device" - RTIoffice

45-Day "Remember Me on Device" - SEMS