User Registration Multi-Factor Authentication Setup Instructions

Products

• Support Portal

Issue/Introduction

What is MFA?

MFA is Multi-Factor Authentication. It adds a layer of security to ensure you-are-you when you are at a location that is not typical, such as off-network or traveling, or using another tool that requires extra security such as VPN.

There are three options which you can set up.

• Email Authentication
• Biometrics Authentication
• Symantec VIP

NOTE: As of January 21, 2025, after the transition from Okta to Authhub (click HERE for details) SMS Authentication is no longer supported as a MFA option. 

At least one is mandatory but you can set up two or all three if you prefer. This gives you multiple options in various scenarios. Having multiple options setup also allows you to reset your own MFA should you change to a new PC, re-image your PC or change to another mobile device.

Resolution

Configure MFA

For newly registered Enterprise Users upon first login to https://support.broadcom.com you’ll be prompted to configure your MFA settings. 

There are three options available:

• Email Authentication
• Biometrics Authentication
• Symantec VIP

Email Authentication

1. Select “Email a security code to me”.
2. You’ll be sent a 5 digit code to verify your identity. 
   
   
   
   
3. Enter the security code.
   
   
   
   
4. You’ll then be logged in successfully.

Biometrics Authentication

1. Select “Use biometrics”. Note: Your biometrics settings must first be preconfigured on your laptop/PC before proceeding.
   
   
   
   
2. You’ll be sent a 5 digit code to verify your identity. 
3. Enter the security code.
4. Enter a friendly name to identify your biometrics. 
   
   
   
   
5. Scan your fingerprint. 
   
   
   
   
6. You’ll then be logged in successfully

Symantec VIP Authentication

1. Select “Use code from mobile app”. 
   
   
   
   
2. You’ll be sent a 5 digit code to verify your identity. 
3. Enter the security code.
4. After installing the Symantec VIP Access application complete the set up by entering:
   
   - Credential ID displayed in the app.
   - Security Code generated by the app. 
   - Friendly name for this authentication method.
   
   
   
   
5. You’ll then be logged in successfully. 

Resetting your MFA Preferences 

To reset your MFA preferences please user the chatbot.

1. Log into the Support Portal 
2. Select the chatbot in the lower right corner
3. Select “Account Help”
   
   
   
   
4. Select “Multi-Factor Authentication (MFA) Reset”. 
   
   
   
   
5. Enter your email address to verify who you are.
6. You’ll be sent a 5 digit code to verify your identity. Enter the code and click “Submit”.
7. Once you’ve been verified, select which MFA option you would like to reset. If more than one MFA method is configured, select “All”. Then select Submit.
   
   
   
   
8. You’ll receive a confirmation message stating your MFA settings have been reset. 
   
   
   
   
9. Upon your next login, you’ll be prompted to set up your MFA preferences again.

 

Additional Information

MFA prompt is based on the change in the user login behavior and this behavior change is measured based on change in Device, IP or distance in comparison with previous login. 

Note: This is policy is defined by Broadcom Information Security Team.