Mobile device inaccessible: Generating a temporary login code

Alerts and notices

When a user cannot log in using multi-factor authentication — such as when the user lost their phone, got a new tablet, or otherwise cannot access the Thomson Reuters Authenticator app — administrative users can generate a temporary, 24-hour numerical code to enable the user to log in.

Note: The firm administrator can contact our Support team to have a code generated.

To generate a code, follow these steps.

  1. Log in to your NetStaff CS account.
  2. In the Admin tab of the navigation pane, do one of the following.
    • Click the Users link in the NetClient CS section to generate a code for a client.
    • Click the Users link in the NetStaff CS section to generate a code for a staff member.

    Note: If you don't see these links, you don't have access to these areas.

  3. Select the user.
  4. In the Identification section, click the View Settings button next to Multi-factor Authentication.
  5. In the dialog that opens, click the link to generate a temporary, 24-hour numerical code.
  6. Provide the code to the user. They can use this code by clicking the Enter a code link on the application login screen.

Internal note: When an admin user cannot log in using multi-factor authentication — such as when they get a new device or their device is not functional — a temporary, 24-hour numerical code can be generated by a CF. See Internal: Generating a temporary MFA code for CS Professional Suite and NetStaff accounts for instructions.

While you have an active temporary code, disconnecting your paired mobile device does not automatically disable multi-factor authentication for your account. If you disconnected your mobile device after receiving a temporary code, you can still access your applications via the following methods.

Temporary codes expire 24 hours after they are generated.

Related topics

CS Professional Suite application security overview

Multi-factor authentication overview

Backup options for multi-factor authentication