Generate a temporary login code for staff or clients

When a user cannot log in using multi-factor authentication — such as when they leave their phone at home or a phone is damaged — users with administrative permissions can generate a temporary, 24-hour numerical code to enable the user to log in.

Your firm's Onvio administrator can generate a code by following these steps.

  1. Do one of the following.
    • For staff, choose Setup > Staff.
    • For clients, choose Setup > Clients.

    Note: If you don't see these links, you don't have access to these areas.

  2. Click the Edit Edit icon for the user.
  3. Do one of the following.
    • For staff, click the Onvio Access tab and click the View Setting button.
    • For clients, click the Client Center Access tab, click the Show Details link, and click the View Settings button.
  4. In the panel that appears, click the generate a temporary, 24-hour code link.
  5. Provide the code to the user. They can use this code by clicking the enter a code link on the Onvio login screen.

Temporary codes expire 24 hours after they are generated. To get a code removed from a login, the firm's primary Onvio administrator can  contact Support.

If you disconnected your mobile device after receiving a temporary code, you can still access Onvio using the following methods.

  • If multi-factor authentication  is optional for your firm, access Onvio with the temporary code until it expires. This keeps the additional security of multi-factor authentication in place until you can register a new device. If you do not register a new device, multi-factor authentication is disabled once the temporary code expires.
  • If multi-factor authentication  is required for your firm, access Onvio with the temporary code until you register a new device. After the temporary code expires, you will have to get another 24-hour code or register a new device before you can access Onvio.

If you disconnected your mobile device after receiving a temporary code, you can still access Onvio with the temporary code until you register a new device. After the temporary code expires, you will have to get another 24-hour code or register a new device before you can access Onvio.

Internal notes


First we need to verify the primary firm Admin which can be done using this tool: http://int.onvio.us/tools/#/support-tools/primary-admin

Note: To access this or other Onvio support tools, you will need to use Chrome with the SwitchySharp plug-in. Installation instructions can be found here:

http://wsdwiki.int.thomsonreuters.com/index.php/Onvio_Tools_SwitchySharp_rules

To generate a temporary code for an Admin

The primary firm admin must send either:

  • A signed fax on company letterhead to customer service (734-426-5946) requesting an MFA code, OR
  • A scan of such a letter, emailed to cs.citrixportaltech@thomson.com

Reps can then send the document to the Citrix Portal Tech to request the code for the customer. Then we can generate a code using this tool:

http://int.onvio.us/tools/#/advanced-support-tools/multifactor-authcode  or email the Citrix Portal Tech at cs.citrixportaltech@thomson.com.

To remove a temporary code

If a valid temporary code already exists for this login, Citrix Portal Tech (cs.citrixportaltech@thomson.com) can remove the code or generate a new code if needed. If a new code is generated, this replaces any previously generated code. If the user has access to their mobile device, removing the code allows the user to confirm their logins via the TR Authenticator mobile app as usual.  

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