Why are we implementing fortified login and multi-factor authentication?

We’re launching extra security initiatives to further protect organisations and individuals from cyber security threats. This means that Esendex accounts will be increasingly shielded from sophisticated and subtle account attacks through layers of new, proactive security measures.

Esendex terms and conditions do not support the practice of sharing usernames and passwords between users. Each user must have their own user name and login credentials before using our services. If this causes problems for you, please contact either your account manager or you can email our support team at support@esendex.com. 

How do I enable multi-factor authentication on my account? 

You are able to enable multi factor authentication within your Esendex account using these instructions: https://support.esendex.co.uk/sms/multi-factor-authentication/ 

Please note that once you have enabled MFA from within your account, you will have to finish the setup process the next time you login. If you want to finish setting up MFA right away you can simply logout and then login again.

How long is a SMS multi-factor authentication code valid for?

Codes (one time passcodes) are valid for five minutes. 

How often will I need to submit an OTP in order to login?

This will vary, it depends if any security factors are triggered whilst you try to login. Security factors may trigger if:

• You’re using a new device to login. 
• You’re attempting to login from a new location.
• A significant amount of time has passed since you last logged in. 

Will I be charged for each one time password that I receive?

No, Esendex will cover the cost of this. There will be no charge for this, nor will the volume of available credits be reduced in your account. 

I don’t want to share my phone number with an external company, how can I avoid doing this?

The best way to avoid sharing your personal phone number is to use an authenticator app instead. Authenticator apps allow you to scan a QR code, which then generates a OTP.

Can I use a shared device or email to receive my MFA code?

You’re able to access a code via Google Authenticator via the browser on a shared PC, which enables you to access a MFA code without a personal mobile or device. You will  need to do this via a Chrome browser window.

Still need more help? 

We will be continually updating this page with more FAQs. However, if you still need help you can either: 

• Visit our support page here
• Email support at support@esendex.com