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Phone Call/PIN Authenticator

Below are instructions on how to set up a phone call and PIN authenticator with your mobile device.

Table of Contents


Choose this authentication method and you will receive a phone call that prompts you to enter your chosen PIN and authenticate your credentials. 

Click here to watch and instructional video on how to set up this authentication method. 

Step 1. Log-in to Idaptive Service Portal

Log into the Idaptive portal at using your email address (if you are on your Commonwealth-issued computer then Idaptive will auto log you in).

idaptive screenshot

Step 2. Access your account information

Click the Account button on the left-hand side of the navigation bar.


access your account info screenshot

Step 3. Enter preferred PIN

Next to Phone PIN, click the Set button.

Enter your preferred eight-digit PIN and hit Save

preferred pin screenshot

Step 4. Check phone number options

To check the phone number options that will be called to use this method, click the Account button on the left hand side of the navigation bar.


check phone number options screenshot

check phone number options screenshot

Step 5. Access your personal profile

Click Personal Profile

Image of the Security Settings with an arrow on the left hovering over the Personal Profile tab.

Step 6. Edit your mobile phone number

When you have setup your PIN, you will be able to use this option with your assigned desk phone number. If you would like to be able to use it with your mobile number, giving you the ability to use it outside of your regular work location, follow the steps below. 

If you want the option to receive a call on your mobile phone, click Edit

Image of the Personal Profile page with an orange arrow pointing to the edit button at the top of the page.

Step 7. Modify your user profile

Enter your User Name and Password to modify your user profile

Image of the authentication required log-in box.

Step 8. Alternative MFA Methods

If you cannot set up any of the MFA methods listed, then you can request a hard token authenticator.  A hard token is a stand-alone device that provides an authentication code and does not require a user to possess a mobile device.

You can request a hard token via Service Now by going to the 'Security & Firewall' sector and selecting 'Multi-Factor Authentication - Hard Token Request'.

The Commonwealth only has a limited number of hard tokens and these will be provided to those whose roles require them to use MFA or work outside of the Commonwealth's networks.  Upon submitting your request, your line manager will be asked to confirm that you require a hard token. 



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