Opt-in to MFA

Even if your admin doesn’t require you to use MFA, you can choose to use it.

1. Log in to Genesys Cloud.
2. On the Genesys Cloud splash screen, click My Account. The Multi-Factor Authentication screen appears, and Genesys Cloud lists your configured MFA devices.
3. To add an MFA device, click Add Device.
4. When prompted, type your name, and enable one of the following options:

• Time-based Generator
• Passkey

Time-based generator

Time-based generators create time-based, one-time passwords (TOTP) that provide unique, time-sensitive codes that you use for multi-factor authentication.

To log in, follow these steps:

1. In the Name field, enter the name of your MFA device.
2. Enable Time-based Generator.
3. Click Next.
4. Scan the QR code with your authentication app.
5. In the Validate field, type or paste the code from your authentication app.
6. Click Validate.

Passkey

Passkeys are a modern and highly secure way to authenticate. Instead of relying on something you know—like a password—passkeys use something you physically have, such as your phone, computer, or security key, to verify your identity. When you sign in, your device uses secure, behind-the-scenes cryptography to prove to Genesys Cloud that it’s really you. There’s nothing for you to type or remember, and your passkey never leaves your device.

Because passkeys require physical access to your trusted device, they provide an extra layer of protection against unauthorized access. This feature makes them an excellent choice for multi-factor authentication, offering strong security while keeping the login experience simple, fast, and seamless.

Passkey providers, like Apple, Windows, Google, Android, and others, establish their own unique processes to authenticate yourself. For more information, see Log in for the first time.

Set a default MFA device

If you have configured multiple MFA devices, you can set one as your default device.

1. Log in to Genesys Cloud.
2. On the Genesys Cloud splash screen, click My Account. The Multi-Factor Authentication screen appears, and Genesys Cloud lists your configured MFA devices.
3. To make a device the default device, under Default device, enable Default for the device you want as default.
   Note: Alternatively, from the list, click a device, enable Default, and click Save.