Two-Factor Authentication: Stronger Security for Your Savings

Ubiquity requires two-factor authentication (2FA) using Authy to protect your account from unauthorized logins. Authy provides 2FA via their iOS, Android and Desktop apps as well as SMS texts. For information on how to set up Authy 2FA for your Ubiquity account, see the “How do I set up 2FA on my account?” FAQ.

To protect against the increasing risks of hacking and cyber-attacks, 2FA is a mandatory security feature for your Ubiquity account and cannot be disabled. This ensures your account remains secure and minimizes the risk of unauthorized access.

If you have not set up 2FA on your account, log in to your Ubiquity account. After entering your password, you will be prompted to enter your mobile phone number to begin the 2FA setup.  

You will receive a code sent to your mobile phone via SMS. Enter this code on the setup page to complete the setup.  If you haven’t received the code or the code has expired, click Re-send code.

If you own an iOS or Android tablet, you can download the iOS or Android apps.

Landline Phone Number
Authy does not support landline phone numbers. Using a landline may result in being locked out without an alternative way to authenticate.
 
Web-Based Voice/Text Applications
Authy does not support VOIP numbers or prepaid cell phone numbers for 2FA. Please ensure you are using a supported phone number to set up two-factor authentication.

If your username is not your email address, this will need to be updated prior to setting up 2FA. Please contact us at 855.401.4357 to update your username.

The token is a unique 7-digit code generated by the Authy app or sent to your mobile phone via SMS. Tokens will change every 30 seconds.

There are a few reasons this may happen.

1. Authy app previously installed or not installed
If you currently or previously installed the Authy app on your mobile device:
• SMS text messages may not be sent.
• Open the Authy app on your device to retrieve your token.
• If you are unable to use the Authy app at this time, see the “Note” below.  

If you have NOT installed the Authy app:
• Download the Authy app to receive your token.
• Use the same phone number you provided during the Ubiquity 2FA setup screen.

Note: If you prefer to receive tokens sent via SMS text message instead of the Authy app, use this link to recover your account.
• Recovery requests take 24 hours to review for security purposes.
• Existing Authy apps will no longer work, but you will be able to install a new one.
• If you don’t re-install the Authy app, then you should begin to receive SMS (text messages)
• This recovery process will retain all backed up 2FA accounts, but any accounts or tokens that have not been backed up will be lost. For more information on Authy backup process, click here.  

2. Short codes need to be unblocked
Short codes are the codes that Authy will send to your mobile device via SMS. These codes may have been blocked from being delivered to your device.
• Sprint users: Text “Allow 78156” to 9999 to unblock Authy’s short code.
• T-Mobile/AT&T/Verizon users: Contact your carrier to unblock short codes.  
3. Using a landline phone number
If you entered a landline number, you will not receive a text message. If you mistakenly used a landline, call our employee support team at 855.401.4357 for assistance.  

4. Shared login
If you shared your login information with another person and they used their phone number to setup 2FA, please contact our employee support group at 855.401.4357.5.  

5. Incorrect Phone Number
If your phone number was entered incorrectly, please contact our employee support group at 855.401.4357.

For more SMS troubleshooting details and solutions, view this article.

If you successfully receive a token but experience issues when entering it—such as nothing happening or seeing a "token is invalid or expired" message—follow these steps to troubleshoot the issue:

Nothing happens
This may be caused by browser settings. If using Internet Explorer, there are some cookie settings that may interfere with your ability to pass the 2FA screen.
• Try a different browser. The site is optimized for Chrome.
• Change Internet Explorer settings so that “Compatibility Mode” is disabled for www.myubiquity.com.

“Token is invalid or expired” Message
• This can happen if multiple devices (i.e. iPad, desktop computer, and mobile phone) have the Authy app installed. Devices may need to be synced.
• Use the Authy token that is displayed on another device.
If the token works, re-sync your devices:
– Log out of all devices except for the one displaying the correct Authy token. – On that device, go to Settings → Devices and enable Allow Multi-device
– Log back into Authy on your other devices
• Once synced, tokens should work across all devices.  

Note: These steps are for enabling “multi-device” from a mobile phone. Instructions may vary slightly for other devices.

There are a couple reasons that this may happen.

1. Shared Login
If you share your login credentials with someone else, a 2FA notification will be sent when they attempt to access the account. For security, each user must have their own individual login moving forward.  

2. Data Aggregators (e.g., Mint, Personal Capital, Envestnet/Yodlee)
If you’ve linked your account to a data aggregator like Mint, Personal Capital, or Envestnet/Yodlee, or others, these apps may periodically attempt to access your account to update balances and activity. With 2FA enabled, the aggregator cannot bypass the token requirement, which may trigger unexpected 2FA notifications.  

Key Points:
• Ubiquity does not send random 2FA notifications.
• Notifications are triggered when:
– A login is detected from a new device or IP address.
– It has been 31 days since your last 2FA verification.
• Data aggregators often use multiple IP addresses, which can trigger repeated 2FA validations.  

For more information about data aggregators, refer to the FAQ titled "Why can’t I find Ubiquity in my Data Aggregation App?"

If the above scenarios don’t apply, contact us at 855.401.4357 to ensure your account security.  

3. Why am I required to enter a 2FA token multiple times per day?
It is possible that you are using a router that is dynamically generating your IP address throughout the day. For security purposes, the system will require you to enter a 2FA token each time your IP address changes.

If you do not have access (i.e., lost, locked out, damaged or stolen), to your old/previous phone associated with your Authy account and do not have the Authy Mobile app installed on another device, a phone change request will have to be made through the Authy website.  

NOTE: You will need another device ready to use before making this request and this process can take up to 48 business hours to complete.

If you do have access to your old / previous phone associated with your Authy account:
• Open the Authy app on your old phone.
• Tap Settings → General.
• Tap Edit next to your phone number. Enter the new number.
• Tap Save next to the new phone number.  

If you do not have access to your old/previous phone associated with your existing Authy account, but do have your old number registered with another Authy Mobile app installed on another device:

AUTHY IOS & ANDROID APP
• Open the Authy app.
• Tap Settings.
• Tap Edit next to your phone number. Enter the new number.
• Tap Save next to the new phone number.

Not necessarily. The phone number entered during the 2FA registration process may be different that the number you have entered on your account. The contact phone number is listed just below “Contact Email”.

You CAN change your contact Phone number by editing your profile, but you will not be able to change your 2FA phone number in the profile area. If your 2FA phone number needs to change, refer to What if I change my phone number or lose my device?

Data aggregation software allows users to login to a single interface to view multiple financial accounts. For instance, you might use Mint.com to pull in information for a Bank of America checking, a savings account at Chase, a 401(k) at your former and/or current employer, HSA (Health Savings Account) accounts, an IRA (Individual Retirement Accounts), etc. To do this, the aggregation software requires you to provide the username and password for each of those individual sites.

Most aggregation sites will support a two-factor authentication step on your linked accounts, but some may not. For those that don’t, you will not be able to link your Ubiquity 401(k) account directly within that software.

If a data aggregation service does not currently support Ubiquity, you should reach out to support at the data aggregator site to ask them to add Ubiquity to their synced accounts.

You may need to manually re-sync your Ubiquity account by logging into your data aggregation app and going through the full login process, including 2FA.

‍Example: In Mint, you may see an alert that one of your Accounts needs attention. When viewing the issue, you may see that the Ubiquity account is no longer synced, so you will be prompted to login to the Ubiquity website THROUGH the Mint app.

Navigate to Login → Retirement Login
Enter username and password
Enter 2FA token
Your Ubiquity account should then be re-synced to Mint and not require 2FA at login each time

Most aggregation sites will support a two-factor authentication step on your linked accounts, but some may not. For those that don’t, you will not be able to link your Ubiquity 401(k) account directly within that software.

No, international phone numbers are not supported at this time.