- What enhanced verification is Experian introducing to my account?
We are introducing 2-Step Verification to your login. In addition to your User ID and Password, you will be requested to complete a second verification. For example, this could be answering a security question or entering a One-Time Pin (OTP) obtained via email for a more secure login.
- Why is Experian implementing added verification to my account?
This is to ensure we can better safeguard your account against unauthorised access and usage. This 2-Step Verification provides an added layer of security used to verify your identity when you log in to your account.
- How is Experian implementing 2-Step Verification for my account?
Starting from August 2022, an activation email will be sent from firstname.lastname@example.org to your registered email address, with clear and simple steps to guide you through the process. This will only take you a few minutes to activate your choice of verification. You will be given a choice between security question and/ or email verification to generate an OTP.
After you have successfully activated 2-Step Verification, please log in as per normal. You will then be prompted for a second level of verification based on the option you have selected as indicated above.
- What do I need to do to activate 2-Step Verification for my account?
Starting from August 2022, there will be an activation email sent from email@example.com to your registered email address for your account, which needs to be acted on within 7 days.
With clear and simple steps to guide you through the process, you will only need a few minutes to activate it.
- I haven't received any email to activate 2-Step Verification for my account yet.
This will be rolled out progressively in batches from August 2022. Please look out for an activation email sent from firstname.lastname@example.org.
If you haven’t received any email from us, your account is not yet required to activate 2-Step Verification.
- My account is required to activate 2-Step Verification, but I have not received the activation email.
Please check your “junk mail” or “spam” folder for the activation email from email@example.com. You may consider adding firstname.lastname@example.org to your Safe Sender List.
If you still can’t locate the email, please contact customer service at email@example.com.
- Is 2-Step Verification mandatory?
Yes. We are introducing 2-Step Verification to your login to better safeguard your Experian account.
- What happens if I don’t activate 2-Step Verification?
You will need to activate 2-Step Verification before you are able to successfully log into the Experian platform.
Do note that the activation link will expire after 7 days from the date that the email is sent.
- There are multiple methods to setup 2-Step Verification, do I have to set up all of them?
Only 1 verification method is required during the 2-Step Verification. However, you can choose to set up more than 1 method for your convenience.
- I can't log in to my Experian account after activating 2-Step Verification. What should I do?
If you have forgotten your password, please click “Need help signing in?” followed by “Forgot Password” to reset your password.
If that still doesn't work, please contact Customer Service at firstname.lastname@example.org for assistance.
- My activation link has expired, what should I do?
The activation link will expire after 7 days from the date the email was sent. If your link has expired, we will automatically send another activation email to your registered email. Please use the latest activation link to activate 2-Step Verification as soon as possible.
- If I have deleted the activation email, what should I do?
- I have multiple subscriptions with Experian, do I need to activate the 2-Step Verification for all my accounts?
Yes, if you have multiple subscriptions with Experian, you will receive an activation email to complete the 2-Step Verification for each account.
- I am not able to access the 2-Step Verification webpage or receive 2-Step Verification emails. What should I do?
Please check with your IT support team to whitelist the following information:
- Sender Email: email@example.com
- Domain: Experian.com
- I did not receive the email OTP after logging in. What should I do?
Please wait for up to 2 minutes to receive the email OTP. Do check your “junk mail” or “spam” folder for the email OTP from firstname.lastname@example.org. You may consider adding email@example.com to your Safe Sender List.
If you still did not receive the email OTP, you may request to re-send a new email OTP via the on-screen option.
- I did not receive the email OTP; it was sent to my colleague. Can you send it to me instead?
We are unable to trigger the system-generated email OTP to another email address that is not registered under your User ID. Please reach out to your Administrator to update the email address of your User ID.
- Why am I receiving the email from firstname.lastname@example.org for “Notice of email address change”?
This is a default system notification to inform registered users of any changes to their email address for their User ID. If you did not make this request, please contact Customer Service at email@example.com.
- What if I have forgotten my User ID?
- What if I have forgotten my Password?
If you have activated the 2-Step Verification, click on “Need Help Signing In”, then click on “Forgot Password” and follow the on-screen instructions to reset password via email.
- I am prompted to answer a security question while resetting my password through the password reset link. What is this and how do I go about completing the password reset process?
This is the security question and answer that you have set up just after creating your new password during your account activation for MFA.
To reset your password, you are required to provide the answer you have set up during the account activation.
- I have forgotten the answer to the security question needed to log in to the platform. What should I do?
If you are not the administrator of the account, please reach out to your administrator to reset it for you.
If you are the administrator and cannot remember the answer to the security question, please contact Customer Service at firstname.lastname@example.org.
- I have forgotten my answer to the security question needed to reset password. What should I do?
- What should I do if my account is locked?
If your account is locked after multiple incorrect attempts, you will receive an email to notify you that your account is locked. Click the link in the email to unlock your account.
- I am prompted to answer a security question while unlocking my account. What is this and how do I go about completing the unlock account process?
This the security question and answer that you have set up just after creating your new password during your account activation for MFA.
This is also the same security question and answer for your password reset purpose.
To unlock your account, please provide the answer you have set up during account activation.
- As an account administrator, will there be changes to user management under the 2-Step Verification process?
For OnTarget, QuestNet and Experian IBR360:
- Instead of providing the password to the users, account administrators can reset the password on their behalf.
- Account administrators can reset the users’ security questions and login options in their 2-Step Verification.
An email notification will be sent to the users with instructions to guide them.
- Our department is sharing the login credentials. What should I do now?
We do not encourage sharing of user credentials for login due to security concerns. Kindly approach your administrator to request individual access.
- Can I get a more detailed guide?
Yes. Please click here for a step-by-step guide in PDF.