MyRackspace two-factor authentication

  • Last updated on: 2018-10-26
  • Authored by: Rackspace Support

Multi-factor authentication uses an extra device, like a mobile phone, to provide an additional layer of security when you access your account. Multi-factor authentication is a significant security improvement over using a password alone. This article explains how to manage multi-factor authentication for your MyRackspace account from the MyRackspace portal.

Note: You must be an administrative user to manage multi-factor authentication for your MyRackspace account.

Set up multi-factor authentication for users

An administrative user of the account can use the Require Multi-factor option to decide whether to make multi-factor authentication a requirement for all users or to allow users to choose if they want to use multi-factor authentication.

  1. Log in to the MyRackspace Customer Portal.

  2. Select Account > **User Management.

  3. Click My Multi-Factor Devices.

  4. Next to the Require Multi-Factor label, click the pencil icon and select one of the following options:

    • Required for all users on this account - Makes multi-factor authentication a requirement for all users on your account. Setup must take place at each user’s next login.

    • Optional per user - Makes multi-factor authentication optional for all users on your account. Users who want to use multi-factor authentication are prompted to register a paired mobile passcode or SMS-capable device at their next login.

  5. Click Save Setting.

Register a device after multi-factor authentication is enabled for your account

If multi-factor authentication is enabled for your user account, you must register a new device to pair with your account by using these steps:

  1. Log in to the MyRackspace Customer Portal.

  2. Select Account > **User Management.

  3. Click My Multi-Factor Devices. Now, decide whether you want to use the Mobile Passcode or SMS authentication method.

  4. If you choose the Mobile Passcode authentication method, follow these steps:

    a. Click Add next to the Mobile Passcode option. b. Enter a device nickname and click Add Device. c. Scan the displayed QR code by using the authentication application on your device. d. To complete the verification of your device, enter the code that the authentication application provides after scanning the QR code.

  5. If you choose the SMS authentication method, follow these steps:

    a. Click Add next to the SMS option. b. Enter the phone number of your SMS-capable device and click Add SMS Device.

    After you click Add SMS Device, the Identity service sends an SMS text message with a four-digit PIN to the specified phone.

    c. To complete the verification of your device, enter the 4-digit PIN code from the text message that you receive and click Verify SMS Device.

  6. After your device is verified by either PIN code or QR code, you are granted access to MyRackspace.

Log in with multi-factor authentication

After you register a paired device with your account and log in to the MyRackspace portal with your username and password, you are prompted for a verification code to complete multi-factor authentication. If you have a mobile passcode device paired, enter the code generated by the mobile passcode application. If you have an SMS device paired, enter the 7-digit verification code sent via SMS text message after you logged in to the MyRackspace portal.

Manage your multi-factor devices

Users are allowed multiple mobile passcode devices and one SMS device for multi-factor authentication. To manage the devices that you use with multi-factor authentication, use the following steps:

  1. Log in to the MyRackspace Customer Portal.

  2. Select Account > **User Management.

  3. Click My Multi-Factor Devices.

  4. On the My Multi-Factor Devices page, choose one of the following options:

    • Click Remove all devices at the top of the page to remove any existing devices.
    • Click Manage next to the Mobile Passcode option to manage existing mobile passcode devices.
    • Click Delete next to the Mobile Passcode option to delete a mobile passcode device.
    • Click Verify next to the Mobile Passcode option to continue setting up a mobile passcode device.
    • Click Add next to the SMS option to add a new SMS device.
    • Click Delete next to the SMS option to delete an SMS device.
    • Click Generate Bypass Codes to generate from one to ten bypass codes to use in place of your device.

Troubleshoot multi-factor authentication problems

This section describes a few common problems that you might encounter when you set up multi-factor authentication and some basic troubleshooting steps that can help you overcome them.

Invalid phone number

When trying to register a mobile device, you might receive an error indicating an invalid phone number. Confirm that you have entered a valid 10-digit phone number correctly with no extra characters or spaces.

Verify device - Invalid PIN

When attempting to verify your mobile device, you might receive an error that the PIN entered is incorrect. Confirm that you have entered the correct 4-digit PIN received via SMS text message.

MyRackspace account locked

After six failed attempts to the MyRackspace portal, the account is locked. Failures can result from an invalid username or password or from an invalid multi-factor authentication code.

A user with administrator privileges is required to unlock the account. See the following section for instructions.

Unlock a user account

Follow these steps to unlock a user account:

  1. Log in to the MyRackspace Customer Portal.

  2. Select Account > User List.

  3. Locate the locked user and open the user’s account record.

  4. From the Actions menu, select Unlock User.

    A green banner is displayed, stating that the user account was successfully unlocked.

Generate a temporary passcode

Follow these steps to generate a temporary passcode for a user.

Note: An account must be unlocked for this item to be displayed in the Actions menu.

  1. Log in to the MyRackspace Customer Portal.

  2. Select Account > User List.

  3. Locate the user and open the user’s account record.

  4. From the Actions menu, select Send Temporary Code.

    A green banner is displayed, stating that the temporary code has been sent to the indicated device. The code is valid for five minutes.

If you do not see the multi-factor authentication links in the menu bar of the MyRackspace portal, the account might not be enabled for multi-factor authentication, or the multi-factor authentication system might be unavailable because of maintenance or service interruption.

Continue the conversation in the Rackspace Community.