Who does this affect?
This article only pertains to TouchNet Admins who are UTK Staff. For assistance with TouchNet for a student's account, please contact the One Stop at onestop@utk.edu or 865-974-1111.
Why do you need MFA?
Multi-factor authentication is an extra layer of protection against cyber threats like phishing attacks and account takeovers. It verifies your identity with two different “factors” of authentication when you log in.
These factors could be:
- Something you know: a password, PIN, or answer to a security question
- Something you have: a smartphone, one-time pass token, or smart card
- Something you are: biometrics, like your fingerprint
It’s extra account security for an extra layer of protection.
How to Set Up MFA in TouchNet
When you sign into TouchNet for the first time, you’ll get a prompt to secure your account with MFA. Then, you need to designate your “primary” authentication method. It could be any of these options.
- Your verified email, which was used during the TouchNet registration process
- A text message (SMS) to your mobile phone
- A phone call to a number associated with your account
Once you select your primary method, we’ll send you a verification code. Just enter that code when you sign in — and you’re done!
Frequently Asked Questions
How will MFA work on my account?
Once you set up MFA, you’ll need to enter the unique verification code you receive:
- When you sign in.
- When you sign in from a new device or new web browser
- When you need to view or download sensitive data (like full card numbers)
Do I have to authenticate through MFA separately for each solution in TouchNet?
No. You’ll only need to authenticate once, and that will cover you for all the apps and systems in TouchNet for that login session.
However, you will need to authenticate with MFA when you sign in from a new device or new web browser, and when you need to view or download sensitive data (like full card numbers).
Can I change my primary authentication method?
You can! You can make the switch in the Reporting app within the “Account Security” section.
What are the authentication method options?
Your authentication method options could be:
- Your verified email, which was used during the TouchNet registration process
- A text message (SMS) to your mobile phone
- A phone call to a number associated with your account
What if I didn’t receive the verification code?
If you haven’t received your verification code, try these methods of troubleshooting:
- Have a code sent to you again — a sent code expires after five minutes.
- If this is your first time authenticating with your chosen method, a third-party security app on your mobile phone might be blocking the text message or phone call. Try disabling the security app temporarily while you go through the authentication process again.
- If that doesn’t work, try selecting a new primary authentication method.
- If you still don’t receive the code using another method, contact your local customer care representative.
What if I no longer have access to my verified email?
Submit a request to add a new email address to your account.
What if I no longer have access to the phone number on my account?
Submit a request to add a new phone number to your account.
What happens if I can’t sign in to my account?
Submit a request to have your TouchNet password reset.