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Multi-Factor Authentication Troubleshooting & FAQs for Families

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Purpose
Review frequently asked questions and login troubleshooting guide for Multi-Factor Authentication (MFA).
Related Articles  Access the Family Portal and Multi-Factor Authentication
Watch a Video  Multi-Factor Authentication Setup Video

Overview

Parents and other family individuals may use this troubleshooting and FAQ guide to get answers to common questions and issues for the new login process, account setup, and username and password requirements.

Troubleshooting

Review solutions to common MFA and login issues.

I receive errors while trying to authenticate.

Clear cache and cookies for all time. Be sure to log out of your accounts to prevent sessions from holding on, instead of simply closing out of their browser or window.

I receive an error stating "error when saving data" when attempting to connect to FACTS Financial Management or add funds to a prepay account.

Please contact FACTS Financial Management parent support.

  • Parent support: 1-866-441-4637
I receive an error stating "Oops something went wrong."
  • If you have not completed account creation, click the registration link in your invitation email to complete setup. 
  • If you have multiple user accounts for FACTS products, try using the credentials for the other account.

If the issue persists, please contact FACTS Financial Management parent support.

  • Parent support: 1-866-441-4637
I receive errors when logging in through a saved bookmark.

Clear cache and cookies, then log in directly at factsmgt.com. Resave any stored bookmarks.

I am having difficulty starting an application.
Steps Example screenshots

Click Create an Account if you are new to the school. You will receive an email account invitation to Register.

 Account invite

If the system recognizes you have an existing user account with FACTS based on the email, you will be prompted to Sign in.
OR
You can Create a New Account, which will prompt you to setup your username and password, and record required demographic information such address, phone number, and authentication questions.

Once you click Save, you will be redirected to the create an application page within five seconds.

 account sign in
I am not receiving the MFA verification email or password reset email. 

Verify that your email inbox is not inactive, or that the email is not in your spam or junk folder. 

I have children at more than one FACTS school and am having trouble logging in.

MFA is designed for one login across all systems. Make sure the same email adress is on all accounts so that they link, and that you are not already logged into another school in the same browser.

I entered the correct verification code, but receive an error saying it is invalid.

The following issues may cause this error:

  • The code is expired
  • The browser session has cached data
  • The browser autofill is interfering
  • You are already logged in elsewhere

Clear cache & cookies for all time.

I receive an error stating the system doesn't recognize the username when trying to log in.

Select Forgot username/password to identify if you are using the correct username. 

I received an email change notification but I haven't set up an MFA account yet.

When MFA is enabled for your school it may inadvertently trigger email notifications indicating that demographic information had changed. No actual demographic data was modified. 

FAQs

Below are frequently asked questions and answers about the MFA setup process, and changes to the login process.

What is MFA, and who does it apply to?

Multi-Factor Authentication (MFA) is required to improve data security and protect sensitive student and family information. It adds an extra layer of verification beyond a username and password. MFA is required for family individuals to log into Family Portal or FACTS Financial Management.

Why is FACTS requiring this change?

The security of your data is at the forefront of each and every decision we make at FACTS. As more aspects of our lives become dependent upon our ability to access information through mobile and cloud-based services, it has become increasingly important to ensure the integrity of the users behind the devices attempting to access this information.

In support of our commitment to providing the highest levels of security for our products, FACTS has made the decision to begin utilizing multi-factor authentication (MFA).

Will my student who accesses FACTS Family Portal be required to utilize MFA?

No, Students accessing the Family Portal will not be prompted or required to use MFA to access their account. However, they may be prompted to update usernames or passwords to meet the new requirements. 

Will my school be able to unlock my account if I try the wrong password too many times?

If a user attempts to login and they fail to type the correct password, authentication code or verification code, 4 or more failed attempts in 30 minutes, then the account is locked. If they try again later, as long as there haven't been 4 failed attempts in the last 30 minutes, then the account is no longer locked.

School staff that have the appropriate security rights, will be able to unlock the user account.

How often will I be prompted to authenticate?

If it has been more than 8 hours since the last authentication and the user signs out, they will be prompted to reauthenticate when signing in. 

I do not have a personal mobile phone or device to facilitate MFA. Are there other options to comply?

If you do not have a personal mobile phone or device to utilize MFA, you will have the option to use email verification.

Can I change my authentication method?

Yes! You may change your preferred authentication method by contacting FACTS Financial Management parent support to verify identity and request MFA removal.

  • Parent Support: 1-866-441-4637
What are the username and password requirements?
  • Usernames must be unique across all of FACTS, but do not have a character limit or need special characters
  • Email #1 must be unique
  • Passwords are case sensitive
  • Passwords may not be reused for the same user, up to the last four passwords used
  • Passwords must:
    • contain at least 12 characters
    • contain at least one letter
    • contain at least one number
    • include at least one special character: ! @ . # $ % ^ * ( ) _ + -
    • not start or end with a space
    • not include any invalid special characters 
Do I need to create a new username?

For some users, no changes are necessary. However, usernames must be unique across all FACTS users, not just within your school or district. Using an email address as the username is strongly recommended to ensure uniqueness. If a username is not unique at login, the user will be prompted to create a new one. Similarly, if their password doesn’t meet updated security requirements, they’ll be asked to update it at that time.

Can I use the same username I created to complete my application to access Family Portal?

Yes, families will be able to utilize the same user account they created to apply to the school to complete their enrollment and access the Family Portal.