NCTracks
Multifactor Authentication FAQs
This FAQ addresses common questions about multifactor authentication (MFA). Please note that this Q&A only applies to managing relationship (MR) and office administrator (OA) users who have received the email sent to them. If you are not an MR or OA or have not received this email, you may disregard this section at this time.
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1. How do I know if I have to register for multifactor authentication (MFA)?
Currently, the MFA requirement will only apply to select MR and OA users who received the email sent to them. The MFA requirement will be implemented in phases; users in other phases may have different registration and implementation timelines and will be notified accordingly via email.
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2. Where do I register for MFA?
Enroll on the DIT MFA website. For assistance on how to register for MFA, please see the Provider Multi-Factor Authentication (MFA) Registration Process user guide on the Provider User Guides & Training page under User Guides & Fact Sheets/Provider Record Maintenance.
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3. To access the MFA portal, is the User ID the same as the OA/MR’s NCID?
The MFA portal is accessed using the individual’s NCID as the User ID. NCID User IDs should not be shared. Each person working in NCTracks should have their own individual User ID.
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4. Do we need to register for MFA for each NPI? OAs may have multiple NPIs they are responsible for, sometimes more than 10.
If an OA/MR has multiple NPIs associated to their NCID, they still have the same access to all of the NPIs under status and management once they are logged in through the MFA. Using MFA to access the NCTracks portal does not impact established user roles or assigned NPIs.
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5. Can an OA/MR have multiple phone numbers if MFA is needed for each NCID?
Users may have a primary and secondary phone number. The first confirmation phone call will be placed to the primary phone number. If there is no answer, a second call will be placed to the secondary number entered.
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6. For the primary and secondary phone number required to register for MFA, can the backup be either a cell phone or landline?
The backup phone number may be either a cell phone or landline phone, as long as the user is able to answer the call and press the pound (#) key to verify it.
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7. If the user is unable to answer the verification call, will a voice message be left, or will this be sent via text?
If the user is not able to answer the phone call, a voicemail will be left. The user will then have to attempt the sign in again to trigger another authorization phone call. No texts will be sent.
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8. Can email be used as an option to receive the MFA code?
Currently only the phone call verification option is available.
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9. What training or user guides are available?
Provider training resources are available to assist you in the registration process. The provider MFA Registration Process user guide may be found on the User Guides & Fact Sheets page under Provider Record Maintenance. A PowerPoint presentation titled Multi-Factor Authentication Training for Provider Portal Users is also accessible to users in SkillPort* (and can be found in the Provider ILT folder).
*Refer to the Provider User Guides & Training page of the public provider portal for specific instructions on how to use SkillPort. The Provider Training Tool Kits page also includes a quick reference regarding Java, which is required for the use of SkillPort.
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10. What happens if my MFA fails during log in?
If MFA fails, NCTracks will route you back to the login page with an error message. You may then attempt to correct the error. If you are not able to remedy the issue, you may contact the NCTracks Call Center at 800-688-6696 for assistance.
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11. Do I need my NPI to register for MFA?
No, NPIs are not needed to register for MFA. MFA is associated with an NCID. When you register for MFA with your NCID, you have the option to select one primary and one secondary phone number to complete authentication.