Trouble signing in

Forgot your password

There is no self-service password reset yet — the automatic email that would send you a reset link has not been switched on, and telling you to watch for an email that will never arrive would waste your evening.

So a person resets it for you. Ask for a reset and say:

• your full name, as MSF has it;
• the email address you are trying to sign in with;
• that you need a password reset for the agent portal.

Email support@msfpartners.llc. You will get a new sign-in link back.

When you do set a new password: at least 12 characters, and four ordinary words in a row is both stronger and far easier to type on a phone than something with a symbol in it.

Your authenticator code

After your password, the portal asks for a six-digit code. That code does not come by text message and it is not emailed to you. It is shown by a free app on your phone, and it changes every 30 seconds.

Any authenticator app works. If you do not already have one, the two ordinary choices are Google Authenticator and Microsoft Authenticator. Search your phone’s app store for that exact name — both are free and neither asks you to pay for anything.

Setting it up, the first time:

1. Install the app on your phone and open it.
2. Choose Scan a QR code — it may be behind a + or an Add account button.
3. Point the phone at the square code the portal shows you after you sign in with your password.
4. The app starts showing a six-digit number. Type that number into the portal to finish. That is the whole setup, and you only do it once.

If you cannot scan the square — a cracked camera, or you are signing in on the same phone the app is on — the portal also shows a long key underneath it. In the app, choose Enter a setup key instead and type that.

New phone, or the code is not being accepted

A new phone is the common one. Authenticator codes do not move to a new phone by themselves unless you turned on the app’s own backup, so a new phone usually means the codes are gone. Nothing is broken and nothing is lost — the portal has to be told to set your authenticator up again, and a person has to do that for you. It takes a couple of minutes.

Before you ask for that, two things worth trying, because they cost a minute:

• Check the clock on your phone. These codes are built from the time. If your phone’s clock is set by hand and is a minute or two out, every code it shows will be refused. Turn on the automatic date and time setting and try again.
• Use the code that is showing now. If the number is about to change, wait for the new one and type that — a code that expires while you are typing it is refused.

If it still will not take the code, ask for your authenticator to be reset. Say your full name, the email you sign in with, and that you have a new phone or lost your codes.

Email support@msfpartners.llc and a person will answer.

It says you do not have access

That message means your sign-in worked and your portal record is not switched on yet — it is not a wrong password and it is not something you did. Reply to the invitation you were sent, or tell whoever recruited you, and ask for your portal record to be activated.

Back to the sign-in screen