Multi-factor Authentication (MFA) Support

As part of Entertainment Partners’ ongoing commitment to ensuring the highest levels of security for our clients and the industry, EP is implementing Multi-factor Authentication (MFA) across our solutions. MFA, which requires that you enter a one-time passcode when you sign in, enhances security and reduces the risk of unauthorized access by requiring an additional layer of verification to access accounts.

You can use Google Authenticator to generate MFA passcodes for all EP products. To reset and only use Google Authenticator, follow these steps.

Get mobile authentication apps like the PingIdentity (PingID) mobile app from the Apple App Store or the Google Play Store.

Click here for steps to get a one-time emailed passcode.

Click here for reset steps. As a first step, unpair your authenticator app on your previous mobile device before continuing.

While you can use either, check with your organization about their preferences and requirements.

You must set up MFA for each email if you access EP products using different email addresses.

If you don’t see a prompt to set up MFA when you sign in to your EP product(s), there’s nothing more you need to do.

Please check the following:

• Ensure that your MFA app is connected to the internet and that there are no network issues.
• MFA passcodes have a limited lifespan. Make sure you enter the code before it expires.
• If you use multiple email addresses to access EP products, you might have multiple MFA instances set up. When logging in, you select the correct EP option on your authenticator app that corresponds to the email address you’re currently using.
• Clear your browser’s cache.
• If there’s a time difference between the device generating your MFA passcode (e.g., your mobile phone) and the device you’re using to log in to EP products (e.g., your desktop), the passcode might not be accepted. This is common with Google Authenticator, which can be sensitive to time discrepancies.
  
  To determine if the time is out of sync on Google Authenticator:

1. Open the app.
2. Tap the Menu icon.
3. Tap Settings.
4. Tap Time correction for codes.
5. Tap Sync Now

If you try these steps and are still experiencing issues, contact your EP Support team.

Please note that EP Support may be unable to assist with questions directly related to your authentication method. Go to more help here:

• PingID mobile application
• Google Authenticator application
• PingID desktop application

If you encounter difficulties with your EP Account due to other MFA issues, please don’t hesitate to contact your EP Support team.

Although you only need to set up MFA once, you will be prompted to enter MFA with each sign-in or after each period of inactivity.

You will require administrative rights on your computer to add a desktop authenticator. You may need to contact your system administrator for assistance.

No, “Skip” is only available temporarily after MFA is enabled. EP recommends setting up MFA as soon as possible after you are prompted.

EP strongly recommends using PingID or Google Authenticator for the best authentication experience. However, you can use another Time-Based One-Time Password (TOTP) compliant mobile app. Please note that EP is unable to provide direct support for third-party mobile apps. If you need help, contact the app's support team.

No, to safeguard your data, everyone must have unique EP Account credentials and an MFA instance to access all EP products and integrated services, like eShare. Please ensure each team member registers an EP Account and sets up MFA.

• Don’t have an EP Account or MFA? Register an EP Account before signing in to eShare. Your sign-in screen may look different, but you are in the right place. Enter the same email address you use to receive your eShare invitations. Click Register now from the second sign-in screen. Follow the presented steps to register and complete your sign-in. The next time you sign in, you will be prompted to set up MFA.
• Don’t have MFA? Sign in using your EP Account credentials, the username (email) and password used to sign in to your EP products. Your sign-in screen may look different the next time you go to eShare, but you are in the right place. Once you sign in, you will also be prompted to set up MFA.
• Already have an EP Account and MFA? Sign in to eShare using your EP Account credentials and MFA passcode. Your sign-in screen may look different, but you are in the right place.

Note: If your eShare invitations go to a different email address than your EP Account address, you will need separate EP Accounts and MFA setups for each address. Or reach out to your usual EP point of contact to change where you receive your invitations. 

To access eShare, you must create an EP Account and set up MFA. Your EP Account is the username (email) and password you will use to sign in to EP products and other integrated services. MFA further enhances security and reduces the risk of unauthorized access by providing an extra layer of protection. Find step-by-step instructions here.