FAQ about multifactor authentication (MFA)
for Symetra’s Online Portals
Our login process for accessing online accounts is being updated. We’re adding multifactor authentication (MFA) to strengthen security and provide additional safeguards for customer data. Here are some frequently asked questions about this change.
What’s changing and why?
1. What's changing?
We’ve added multifactor authentication capabilities to our life insurance and annuities online portals. This provides an added layer of security to your online account. As part of the registration process, you will need to provide an email address and a mobile phone number, for verification only.
2. What is multifactor authentication?
It helps protect customer information from unauthorized users. If someone tries to log in to your account, we’re going to take steps to ensure that it’s you by confirming your identity in more than one way before we provide access. For example, in addition to requiring your password, we might text you a unique code to enter on our system, or email you a special link to click.
3. Who is affected by this change?
Anyone who logs in to our life insurance and annuities portals.
4. How does this affect me?
The next time you log in, you’ll need to enroll in multifactor authentication. On subsequent logins, in addition to your username and password, you may also be required to verify yourself by entering a code we send you or clicking a link in an email.
Enrolling in multifactor authentication
5. How do I enroll in multifactor authentication?
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If prompted, create a new password. (We’ve changed our password requirements to improve security. If your old password doesn’t meet these requirements, you’ll be asked to create a new one.) |
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Open the email from Symetra (auth@symetra.com) and find the one-time passcode sent to confirm your email address. After confirming your email, you will continue with the login process. Note: You are not required to use email as your multifactor authentication method; you may choose to use text message or a Google or Microsoft authenticator app. |
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To keep your account secure, we’ll ask you to set up one or more multifactor authentication options. After we verify your email, you’ll need to let us know if you want to use it for multifactor authentication. If you want to use your email for multifactor authentication, click YES. If you prefer a different method, such as text message or an authenticator app, click SKIP. Want to avoid the multifactor authentication process the next time you log in? Check "Remember this device" and the site will usually recognize that it’s you and you won’t have to go through the MFA process each time you log in. |
6. I forgot my current username or password. What do I do?
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Don’t worry. It happens. When the system prompts you for that information, you can click a “Forgot your username or password?” link for help. |
7. Do I have to go through the multifactor authentication process every time I log in to my account?
It depends. If you select “Remember this device” when you log in, the system will usually remember both your device (phone or computer) and your location. As long as you use the same device at the same place, the site will usually recognize that it’s you and you won’t have to go through the multifactor authentication process. But if you use a different device, if you’re somewhere else, or if it’s been a long time since you logged in, then the multifactor authentication process will occur.
8. What if I don’t want to go through multifactor authentication to log in to my account?
To protect customer data, multifactor authentication is required to log in.
9. What if I experience issues with multifactor authentication? Who should I contact?
If you need help or have any questions, you can always click “Contact Us” on the login screen.
10. I can’t log in and am having trouble with password recovery. What should I do?
If you are unable to log in and password recovery isn’t working for you, you will be prompted to contact us for assistance.
Identity verification general information
11. Are there any other authentication methods I can use besides text or email?
Yes, you also have the option to use an authenticator app.
12. How can I change my multifactor authentication methods?
On your profile page, click Manage MFA Methods to see your current authentication choices and to make changes.
13. Will I be charged for any texts to my phone for multifactor authentication?
Depending on the plan you have through your mobile provider, standard text message and data rates may apply.
14. How can I make sure the Symetra text, email or phone call is not actually a phishing scam?
We will never reach out to you asking for your password or other sensitive personal information. If you ever receive a phone call, email or text and aren’t sure if it’s coming from Symetra, please contact us.
15. How do I get help?
If you need assistance, please contact us.
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