Purpose

This article provides general information related to Multi-Factor Authentication (MFA) on Basware Customer Portal. It also explains what MFA is, how it can be activated & deactivated.

Scope

This article applies only to Non-SSO customer users accessing the Basware Customer Portal.

How to Activate MFA on the Basware Customer Portal

The customer/user can raise a request to Basware Support https://basware.service-now.com/bw to activate MFA on their account with details:

Username: John@abc.com

Account/Company: ABC

How to set up MFA on Customer Portal 1^st time once the user has been enabled for MFA by Basware

1. Log in with username and password on the portal link https://basware.service-now.com/bw
2. The MFA setup screen will appear.

3. Choose Email or Authentication App.
   
   

Authentication App option:

The app option will show as the MFA challenges below.

1. Users will scan the QR code via the Authentication app via mobile
2. Save with any name (Basware Customer Portal)
3. Enter the 6-digit code generated in the Authentication App
4. Pair the devices and log in.
   
   

 

Via Email Option

The MFA changes will show after selecting MFA set-up via email as below.

1. A code of 6 digits will be sent to your email.
2. Users will enter this code as below, then it will get
3. It will be verified, and the login will be successful.
   
   

4. Verify using the code via App/Email options, and login is successful.
5. MFA Setup completed.

Note: The Authentication App is preferred to choose 1^st time, because the user can also activate the email option later as well. However, if users have selected the 1^st time email OTP, then it will be the only option to get the MFA code for login verification.

What happens after MFA setup?

Each time a user logs in:

• Users need to enter a verification code (Verification Code will be sent to the email/app, which you have selected at the time of setup)
• Access is granted after successful verification

Multi-factor Authentication FAQs

 What is MFA in the Basware Customer Portal?

MFA (Multi-Factor Authentication) is an extra security step during login. After entering your username and password, you must enter a verification code to access the Basware Customer Portal.

Why is MFA enabled?

MFA is enabled to:

• Improve account security
• Protect customer data
• Preventing unauthorized access

Who needs to use MFA?

Only selected Non-SSO users are affected.

These are users who log in using the Basware customer portal https://basware.service-now.com/bw  (username and password).

Who is NOT affected?

Users logging in through SSO (Single Sign-On) are not impacted.

When will MFA appear?

MFA appears:

• If the user has requested, and MFA ha been enabled by Basware for that account
• After you enter the username and password

What verification methods can I use?

You can choose one:

✅ Authentication App (Microsoft or Google Authenticator)

✅ Email OTP (code sent to email)

Note: Users are advised to select the Authentication App during the initial setup, as the email option can be enabled later if required. If Email OTP is chosen during the first setup, it will become the sole method available for MFA login verification.

What happens during the 1st login after MFA is enabled?

1. Log in with username and password
2. The multi-factor Authentication (MFA) setup screen appears.
3. Choose Email or Authentication App.
4. Verify using the code.
5. Setup completed.

How does Email OTP work?

1. Select the Email option.
2. A 6-digit code is sent to your email.
3. Enter the code.
4. Login successful.

How does the Authentication App work?

1. Select Authentication App.
2. Scan the QR code using the authenticator app.
3. Enter the 6-digit code from the app.
4. Pair the Devices, login successfully.

What is “Remember Browser”?

If enabled, Portal remembers your device, so MFA may not be required for the next 8 hours.

I did not receive the email code. What should I do?

Check:

• Spam/Junk folder
• Email address is correct
• Wait a few seconds and retry
• Try the other option, the Authentication app

If still not received, contact Basware support.

What if I change or lose my phone?

Contact Basware customer support to reset your MFA setup.

Can MFA be turned off?

Yes, only Basware can disable MFA for a user if required. In case required MFA is turned off, contact Basware Support.

What should I do if the login fails?

• Check the OTP code carefully
• Try again with a new code
• Contact Basware support if the issue continues

What has changed in ServiceNow?

• MFA enabled for selected Non-SSO users on the basis of their request
• Login security improved
• Email and Authenticator options added

What if there is an issue after activation?

Please reach out to Basware Support https://basware.service-now.com/bw

Details required for investigation:

• Username
• Time when the issue occurred
• Error message
• Complete screenshot of the error