Multi-factor authentication (MFA)

Configure MFA for your user account.

All users are required to use multi-factor authentication (MFA) via email or an authenticator app. This guide covers the process of configuring MFA for your account, with frequently asked questions at the end.

Configure MFA

After logging in for the first time with a username and password, you will be taken directly to the Two-factor authentication tab on the User Settings page. Follow the steps below to configure MFA:

  1. Click Enable Two-Factor Authentication to begin.

    first step of the MFA setup process

  2. Select one of the available MFA methods: email or authenticator app.

    image of the choose a verification method modal window

  3. (Authenticator option) If you chose to use an authenticator app, scan the provided QR code or enter the provided secret code in your chosen Authenticator app, then enter an MFA code from the new entry in the Authenticator and click Confirm.

    third step of the MFA setup process

  4. (Email option) If you chose the email option, enter the verification code sent to the email address associated with your user account, then click Confirm.

    example of a verification code sent via email

  5. Copy the provided recovery codes and store them somewhere safe, according to your company's security policies.

    final step of the MFA setup process

With the configuration complete, you will be asked to provide a new one-time passcode from your chosen authentication method each time you log in.

Switch MFA methods

To switch between the email or authenticator app methods for MFA, follow the steps below:

  1. Open the Two-factor authentication tab on the User Settings page.

  2. Click Switch Method.

    image of the switch method button

  3. When prompted, enter your password.

  4. When prompted, enter a code from the current method (email or authenticator app).

  5. Finally, enter a code from the new method to complete the change.

    A success message will appear in a modal window to verify the change is complete, and the selected method will now be shown on the Two-factor authentication tab.

FAQs

Why does Medallia require this?

We continuously evaluate our security policies in light of emerging threats and industry best practices. The number of public credential leaks, password reuse incidents, and automated credential-stuffing attacks continues to rise across all industries. We strongly believe that this is the right move to protect our clients' businesses.

The use of MFA has been Medallia's long-standing recommendation listed in our IT Playbook and product documentation portal. Many Medallia clients already use both technologies successfully.

To which Medallia products does this policy apply?

We will implement this policy across all of our products. Clients should take the opportunity to review their practices with their Medallia account team.

What is MFA?

MFA requires a user to verify their access to Feedback using both a password and an out-of-band passcode. This ensures that even if a user's password is compromised, the passcode remains secure and unauthorized access to Feedback is restricted.

Feedback provides support for MFA when a user account is logging in directly. This does not apply to the Genesys Cloud integration, in which users access Feedback within the Genesys Cloud UI. If you access Feedback through the Genesys Cloud UI, you do not need to set up MFA, since the Genesys SSO is sufficient.

Feedback supports authenticator applications via industry-standard QR code flows.

How do I implement MFA on my program?

Coordinate with your Medallia Professional Services team, Partner administrator, or Medallia Support if you have further questions.