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IDHUB Frequently Asked Questions

I don't know my 2FA code and cannot access it in my authenticator app or browser. What can I do?

ANSWER

For security reasons, access cannot be restored automatically.

Please contact your administrator, who is authorized to raise a support ticket with Retarus.
Retarus Support will then enable a new 2FA setup for your next login attempt.

During your next login, you can choose to:

  • Install an authenticator in your Chrome, Edge, or Firefox browser instead of using a mobile device, or

  • Set up two authenticators for backup (for example, mobile + browser).

To add a second authenticator later, go to Account security in IDHUB and follow the instructions in Setting up Two-Factor Authentication (2FA).

I lost my mobile phone and I only have 2FA configured there. How can I log in?

For security reasons, access cannot be restored automatically.

Please contact your administrator, who is authorized to raise a support ticket with Retarus.
Retarus Support will then enable a new 2FA setup for your next login attempt.

During your next login, you can choose to:

  • Install an authenticator in your Chrome, Edge, or Firefox browser instead of using a mobile device, or

  • Set up two authenticators for backup (for example, mobile + browser).

To add a second authenticator later, go to Account security in IDHUB and follow the instructions in Setting up Two-Factor Authentication (2FA).

I need to reset my password. What are the rules for creating secure passwords in IDHUB?

ANSWER

IDHUB enforces a strict password policy based on recognized security standards (including PCI DSS and NIST).

See IDHUB Password Policies for complete details on:

  • Required password complexity

  • Password length requirements

  • Password expiration rules

  • Restrictions on previously used passwords

How do I set up two-factor authentication (2FA)?

ANSWER

  1. Install an authenticator on your device first.

    • Mobile: Install Google Authenticator, Microsoft Authenticator, or FreeOTP from your app store.

    • Browser: Install Authenticator Extension from your browser's extension store. See How do I set up an authenticator in my web browser? below for details.

  1. In myEAS, open the user menu (top-right) and select Account security to open the IDHUB console.

  2. Go to Account security - Signing in.

  3. Select Set Up Authenticator Application.
    → The Set up Authenticator Application dialog is displayed.

📌 For first-time login

When you log in for the first time, the 2FA setup screen appears automatically. See First login (2FA setup required) for detailed instructions.

  1. Follow the on-screen instructions to scan the QR code with your installed authenticator.

See Setting up Two-Factor Authentication (2FA) for details.

📌 You can register multiple authenticators if you want additional backup options. Each authenticator must be set up individually, one at a time.

How do I set up an authenticator in my web browser?

ANSWER

You can use a browser-based authenticator if you don’t want to rely on a mobile device.

Example: Authenticator Extension (Chrome, Edge, Firefox)

  1. Open your browser’s extension/add-on store.

  2. Search for Authenticator Extension and install the extension.

image-20260120-122706.png

  1. Pin the extension to your browser toolbar for easy access.

  2. In myEAS, open the user menu (top-right) and select Account security to open the IDHUB console.

  3. Go to Account security - Signing in.

  4. Select Set Up Authenticator Application.

  5. When the QR code appears, open the extension and select Scan QR Code.

  6. Use your mouse to scan the QR code on the screen.

  7. Enter the generated one-time code to verify the setup.

For detailed instructions, see the official Authenticator documentation.

📌 You can register multiple authenticators if you want additional backup options. Each authenticator must be set up individually, one at a time.

How do I set up a second (backup) authenticator?

IDHUB allows you to configure more than one authenticator for 2FA. Setting up a second authenticator is strongly recommended. For example, it can help you avoid losing access if:

  • Your mobile phone is lost, replaced, or has no battery.

  • You cannot access your usual device while traveling.

  • Your browser profile or device changes.

How to add a second authenticator

  1. Install an authenticator on your device first.

    • Mobile: Install Google Authenticator, Microsoft Authenticator, or FreeOTP from your app store.

    • Browser: Install Authenticator Extension from your browser's extension store. See How do I set up an authenticator in my web browser? below for details.

  2. Log in to myEAS.

  3. Open the user menu (top-right) and select Account security to open the IDHUB console.

  4. Go to Account security - Signing in.

  5. Select Set Up Authenticator Application.

  6. Scan the QR code or use Unable to Scan? to configure manually.

  7. Enter the one-time code to confirm.

  8. (Optional) Assign a clear device name to identify this authenticator.

Once configured, both authenticators will remain active and can be used for login.

Why am I being asked to set up an Authenticator again to get a new 2FA credential?

Answer
From time to time, due to security reasons and policies, you might be asked to set up a new two-factor authentication (2FA).

Remember that you can set up more than one authenticator so you don't depend only on a mobile device to carry your 2FA one-time code. For instructions on adding a backup authenticator, see How do I set up a second (backup) authenticator? above.

What are the major changes compared to the previous login experience?

ANSWER

The main changes are:

  • Login is now handled centrally by IDHUB.

  • Password changes and resets are managed in IDHUB instead of EAS.

  • Two-factor authentication (2FA) is required.

  • Additional security measures protect against unauthorized access.