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Frequently Asked Questions (FAQs): Multifactor Authentication (MFA)

Updated

Overview

Cohere is strengthening account security with the implementation of Multifactor Authentication (MFA). This added layer of protection will help safeguard your account and organizational data by requiring a second form of verification at login.

Please see below for common questions and answers about the Multifactor Authentication process.

Why am I being asked for an MFA code more than once a day?

MFA is designed to remember your device for 24 hours. However, you may be asked to verify again if:

  • You log in from a different device
  • You use a different browser
  • You are using Private/Incognito mode
  • Your browser cache or cookies were cleared

Tip: When logging in, select "Do not challenge me on this device for 24 hours" to reduce how often you’re prompted.

Why does MFA not remember my login?

MFA is remembered per browser and per device, not per account. This means you may be asked to verify again if:

  • You switch browsers (e.g., Chrome → Safari)
  • You switch devices (e.g., laptop → phone)
  • You use Private/Incognito mode
  • Your browser data has been cleared.
I’m locked out after too many failed MFA attempts, what do I do?

For security reasons, your account will be locked after multiple failed MFA attempts.

⚠️ Important: Account lockouts do not reset automatically.

You will need to contact Support at (855) 251-1459 to regain access. Identity verification may be required.

I lost or replaced my MFA device, how do I set up a new one?

If you have a backup MFA method:

  1. On the login screen, select the down arrow next to the MFA prompt.
  2. Choose one of your backup methods.
  3. After logging in:

We strongly recommend having at least two MFA methods set up.

If you do NOT have a backup MFA method:

  • You will need to contact Support at (855) 251- 1459 to reset your MFA
  • Identity verification is required before access can be restored.
What MFA methods can I use?

You can choose from the following:

  • Google Authenticator
  • Okta Verify
  • Email

✔️ At least one method is required
✔️ Two methods are strongly recommended to avoid lockouts.

Can I use a different authenticator app?

At this time, only the following are supported:

  • Google Authenticator
  • Okta Verify
Can I change my MFA device after it’s set up?

Yes, you can update your MFA device at any time:

  1. Log in to your account
  2. Go to: https://login.coherehealth.com/app/UserHome/ 
  3. Click your name (top right) → Settings
  4. Scroll to Extra Verification
  5. Remove your old device and enroll your new one.

Can I reset my MFA device without logging in?

No. MFA changes can only be made while you are logged in.

This is for security, MFA confirms your identity, so allowing changes without logging in would bypass that protection.

If you cannot log in and do not have a backup method, contact Support at (855) 251- 1459 to reset your MFA.

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