2 Step Verification provides extra security to your customer portal account. In this article, we’ll go through
• Set up 2-step verification with Authenticator OTP
• Set up 2-step verification with your phone number
• Choose a backup 2-step verification method
• Sign in with Authenticator OTP
• Sign in with your phone number
• Transfer your Authenticator verification codes to a new device
Set up 2-step verification with Authenticator OTP
We recommend choosing Authenticator OTP as a primary method of 2-step verification. After setting it up, you get verification codes that refresh every 30 seconds to prove your identity when you sign in to Customer Portal. The Authenticator app will be installed on your mobile device so you can access it at all times, even if your device is offline.
You are free to choose any Authenticator app on the market that supports TOTP authentication. There are differences between these apps on how to set them up, and we will use Google Authenticator in our guide, which is currently the most popular choice.
Download Authenticator app
You can download Google Authenticator for free on Google Play (Android) / App Store (iOS).
How to set up Authenticator OTP
Please follow the steps below to set up Authenticator OTP as your 2-step verification method.
1. Click or tap the “My Account” avatar (located on the top-right corner of screen) and select Account Security. You may need to sign in again.
• If you receive a reminder to enable 2-step verification when you sign in to your account, you can also select Enable Now to begin the process.
2. Under “Your ways to sign in”, select Setup next to “2-Step Verification”.
• If you have already enabled 2-step verification, select Authenticator OTP under the “More available methods” section.
3. Select Next.
4. Under “Which method would you like to use for 2-step verification?”, select Authenticator OTP (Recommended).
5. On your mobile device, prepare for adding your codes to Google Authenticator:
• If you already have Google Authenticator set up:
a. Open Google Authenticator.
b. Tap + and select Scan a QR code.
• If you don’t have Google Authenticator set up:
a. Download Google Authenticator and open it.
b. Tap Get Started, and then tap Scan a QR code.
• If you are setting up 2-step verification on the same device as the one you are installing Google Authenticator, refer to Step 6.
6. If you are setting up 2-step verification on the same device as the one you are installing Google Authenticator, select If you can’t scan this QR code.
• For iOS users: You may want to add your account to the Authenticator app of your choice instead of the Apple password manager. To switch to your Authenticator app, visit your phone’s Settings > Password > Password Options > Set up Verification Codes Using.
7. Follow the on-screen instructions.
Set up 2-step verification with your phone number
When you set up 2-step verification with your phone number, Polaron will send you a 6-digit code to the number you provide to us every time you sign in.
• This kind of 2-step verification is considered less secure due to being vulnerable to phone number-based attacks like SIM swaps.
• Important: If the phone number you intend to use has unsubscribed from Polaron text messages (i.e., you texted STOP to us), we won’t be able to set up your number for 2-step verification. If you would still like to use your number, you’ll need to text START or UNSTOP to re-subscribe to Polaron text messages.
How to Set up Your Phone Number
1. Click or tap the “My Account” avatar (located on the top-right corner of the screen) and select Account Security. You may need to sign in again.
• If you receive a reminder to enable 2-step verification when you sign in to your account, you can also select Enable Now to begin the process.
2. Under “Your ways to sign in”, select Setup next to “2-Step Verification”.
• If you have already enabled 2-step verification, select Text Message under the “More available methods” section.
3. Select Next.
4. Under “Which method would you like to use for 2-step verification?”, select Text Message.
5. Enter the phone number you would like to verify with us and select Next.
• You can only add wireless numbers in Canada and the US.
6. Enter the verification code you receive via text message and select Next.
• If you are having temporary issues receiving the code, you may select Resend and we will send a new code to you. Please note that there is a daily limit on how many retries you can perform.
Choose a backup 2-step verification method
We would strongly recommend you add at least one backup 2-step verification method so that you can still sign in to your account in case:
• You can’t access your Authenticator app;
• Your phone number is suspended or canceled;
• You lose your phone.
In addition to Authenticator OTP and Text Message, you may also enable security questions as a 2-step verification method. You can only add security questions after you have set up 2-step verification with another method.
Set up security questions
1. Click or tap the “My Account” avatar (located on the top-right corner of screen) and select Account Security. You may need to sign in again.
2. Under “More available methods”, select Security Question.
3. Choose your questions and answers. Make sure to choose combinations that are easy for you to remember but hard for others to guess.
4. Select Confirm.
Sign in with security questions
1. When you sign in to your account and are asked to select a verification method, select Ask a security question and select CONTINUE.
• If you have already selected a verification method and are having trouble proceeding, select Try Another Way.
2. Enter your answer to the security question shown on the verification page, and select CONTINUE
• If you don’t remember the question and would like to switch to another one, select Choose another one.
Sign in with Authenticator OTP
If you have enabled Authenticator OTP, we will show a verification page where we will ask you to enter the verification code that comes from the Google Authenticator app.
To make it easier for you to find your verification code, we generate a 6-digit issuer code to uniquely identify it in the app when you first set up Google Authenticator. We will show it on the verification page every time you sign in.
To find and enter your verification code to sign in to your account:
1. Sign in to your account.
2. When you are asked to select a verification method, choose Get verification code from your Authenticator app and select CONTINUE.
3. Locate the 6-digit issuer code shown on the verification page.
• It follows the format “Polaron #000000”, where 000000 is your issuer code.
4. On your mobile device, tap the Search box, and enter your issuer code.
5. Note the “blue” verification code shown, and enter it on the verification page.
• If the verification code shows “red”, it means this code is expiring soon. Please wait until it refreshes before entering.
6. If you would like to trust this device so that you won’t have to enter a verification code again, check Do not ask me for verification again on this browser.
• For more information, refer to this section: Manage your trusted devices.
7. Select CONTINUE.
Sign in with your phone number
1. Sign in to your account.
2. When asked to select a verification method, choose Send verification code to (XXX) XXX-XXXX and select CONTINUE.
3. We will send a 6-digit code to the phone number you previously set up with us. Enter the code.
• If you are having temporary issues receiving the code, or if the existing code expires, you may select Resend and we will send a new code to you. Please note that there’s a daily limit on how many codes you can request to resend.
4. If you would like to trust this device so that you won’t have to enter a verification code again, check Do not ask me for verification again on this browser.
• For more information, refer to this section: Manage your trusted devices.
5. Select CONTINUE.
Transfer your Authenticator verification codes to a new device
When you change your mobile device, you may need to transfer your Authenticator verification codes to the new device. If you are using Google Authenticator, follow these steps to make a transfer:
1. On your new device, install the Google Authenticator app.
2. In the Authenticator app, tap Get Started.
3. At the bottom, tap Import existing accounts?
4. On your old device, create a QR code:
a. In the Authenticator app, tap Menu or More > Transfer accounts > Export accounts.
b. Select the accounts you want to transfer to your new device.
c. Tap Next.
If you transfer more than one account, your old device may create more than one QR code.
5. On your new device, tap Scan QR code and scan the QR code shown on your old device.
Manage your trusted devices
If you don’t want to perform a second step of verification every time you sign in to your account, you can mark your device as trusted. If you no longer trust a device, you can remove it from the list.
Adding a trusted device
1. Sign in to your account on a device you trust.
2. When you are asked to perform a second step of verification, check “Do not ask me for verification again for this browser”.
Removing trusted devices
1. Click or tap the “My Account” avatar (located on the top-right corner of screen) and select Account Security. You may need to sign in again.
2. Under “Trusted browsers”, select Revoke next to “Revoke trusted status from all browsers”.
3. A pop-up window will appear to confirm that you want to remove trusted devices. Select OK.