Manage multi-factor authentication (MFA) devices

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Genesys Cloud allows users to manage multiple MFA devices and set a preferred default authentication method through the Multi-Factor Authentication screen in My Account. The platform supports two MFA device types: Time-based Generators, which create time-sensitive one-time passwords (TOTP) requiring QR code scanning with an authentication app, and Passkeys, which use physical device possession and cryptography for secure, passwordless authentication without requiring users to remember credentials. Users can opt in to MFA even if not required by their administrator by clicking Add Device, entering a device name, and selecting their preferred authentication method. For Time-based Generators, users scan a QR code with an authentication app and validate the generated code. Passkeys leverage device-based cryptography from providers like Apple, Windows, Google, and Android to verify identity without typing or remembering passwords. Users with multiple configured MFA devices can designate a default device by enabling the default toggle from either the device list or individual device settings, then clicking Save. This functionality streamlines authentication while maintaining strong security through flexible MFA options.

Opt-in to MFA

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

Log in to Genesys Cloud.
On the Genesys Cloud splash screen, click My Account. The Multi-Factor Authentication screen appears, and Genesys Cloud lists your configured MFA devices.
To add an MFA device, click Add Device.
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:

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

Log in to Genesys Cloud.
On the Genesys Cloud splash screen, click My Account. The Multi-Factor Authentication screen appears, and Genesys Cloud lists your configured MFA devices.
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.

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