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","marks":[{"type":"strong"}]}]},{"type":"paragraph","attrs":{"localId":"7551e5d5-c201-4030-a930-6ddd3a52dae2"},"content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"0a829d22-0e5f-45eb-a947-138185b36781"},"content":[{"type":"text","text":"Activation link not working?"}]},{"type":"paragraph","attrs":{"localId":"8923a458-a71f-432e-9d93-342bbd3a134c"},"content":[{"type":"text","text":"The activation link is valid for a few days from receiving it. After that time, user support will need to assist you with resending the activation email."}]},{"type":"paragraph","attrs":{"localId":"1c9a3a8d-bac3-4899-a976-88f37ba61bec"},"content":[{"type":"text","text":"Click “Send” button below","marks":[{"type":"strong"}]},{"type":"text","text":" to submit this request and User Support will re-send your activation email."}]},{"type":"paragraph","attrs":{"localId":"c4522ff4-236f-4611-aeab-f947e7bb4f91"},"content":[{"type":"text","text":"UST internal reference: MFA-A1, MFA-A3","marks":[{"type":"em"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"4132e56e-c568-4a46-ba1f-e394a0d70f77"},"content":[{"type":"text","text":"Activation timed out?"}]},{"type":"paragraph","attrs":{"localId":"eccdadc1-4a30-4f42-944e-cfc5e5f20def"},"content":[{"type":"text","text":"If your activation process timed out, you can either:"}]},{"type":"paragraph","attrs":{"localId":"5225d73a-f0cd-41a8-b2f8-2c24d736fe1c"},"content":[{"type":"text","text":"a) Restart the process by clicking the link in your activation email again"}]},{"type":"paragraph","attrs":{"localId":"32043fe6-ce28-4787-83ae-835b791bd870"},"content":[{"type":"text","text":"b) Go to "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" and enter your email address there as the username then click “Continue”. If you created a password on your first attempt, enter it when prompted for a password and then continue. "}]},{"type":"paragraph","attrs":{"localId":"5fae3c3f-5d7e-4a7a-b4a1-ac90a9a9690b"},"content":[{"type":"text","text":"If the above two options didn’t work, click “send” below.","marks":[{"type":"strong"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"7f293a81-c6d3-489a-8741-18af106de487"},"content":[{"type":"text","text":"Could not scan the QR code during activation?"}]},{"type":"paragraph","attrs":{"localId":"9f9104a6-766f-4b91-b518-a8158452d71d"},"content":[{"type":"text","text":"Once you get to the page for setting up your authenticator, you’ll have a few minutes to scan the QR code presented after selecting “Setup”. If you take too long, click the “back to sign in” link on-screen. "}]},{"type":"paragraph","attrs":{"localId":"089b3b5a-c7a0-490c-be04-c625d3995bcd"},"content":[{"type":"text","text":"If the above didn’t work, continue with this form."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":32},"layout":"default","localId":"6a49f0d3-aa94-4af0-9a08-4d19eeec0832"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"78b0149b-8b95-4720-a306-fde060a397fd"},"content":[{"type":"text","text":"Couldn’t complete setup?"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"a19fd154-746b-453d-b15f-7e9f294b50b2"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"40cdfb0e-65cd-4b10-973b-51d442d349b7"},"content":[{"type":"text","text":"Questions about authenticator apps"}]},{"type":"paragraph","attrs":{"localId":"98d6aceb-9dcb-46c1-9467-56ca1036ccf3"},"content":[{"type":"text","text":"If you have any questions about which Authenticator App to use for receiving the verification code or adding additional Authenticator options, view this guide: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]},{"type":"paragraph","attrs":{"localId":"ba9aee89-8ab1-4c1c-8025-f4d7fb61b22c"},"content":[{"type":"text","text":"After reviewing the above guide, if you still have further questions or need more support, confirm this below and continue with completing the rest of the form. "}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"29b40abc-5913-425a-8c97-5ba25a0fb34a"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"a40a571a-9de9-418e-b599-0598cbb60329"},"content":[{"type":"text","text":"Username and Password"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"f253dfe0-275a-46c9-90a4-ccdcf6c83d25"},"content":[{"type":"text","text":"To login, access the MFA portal at "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"5596c22d-d016-41e1-8c8a-88255193699d"},"content":[{"type":"text","text":"Your username is your full email address which we use for Phoenix or UCM portal"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"086619aa-0876-4089-b7a4-fdfabfce438d"},"content":[{"type":"text","text":"Your password is created by yourself. If you’ve activated MFA and setup an Authenticator app, but can’t remember your password, on the MFA portal login page ("},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":") click “Unlock account?” or “Forgot Password?” then follow the prompts. "}]}]}]},{"type":"heading","attrs":{"level":3,"localId":"a90b101f-b18a-4508-99c0-c1369ec7a417"},"content":[{"type":"text","text":"If you still need assistance"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":25},"layout":"default","localId":"44bb0d55-98cc-40ae-b61d-81336f8195fa"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":26},"layout":"default","localId":"eb75b6d4-2dbb-4618-97bd-d5f0fac35379"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"837a032f-0a56-445c-87cc-808b93a85ebf"},"content":[{"type":"text","text":"Need more information about how MFA works?"}]},{"type":"paragraph","attrs":{"localId":"1fee0353-f2b9-4864-a493-2fe16d2779bd"},"content":[{"type":"text","text":"Logging into Converge Apps like Phoenix and UCM will now happen via the "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" MFA portal. When you login, you’ll occasionally be asked to verify yourself by confirming the verification code on your MFA authenticator app."}]},{"type":"paragraph","attrs":{"localId":"429f9f14-2cae-406a-8cfa-379ee8844364"},"content":[{"type":"text","text":"The existing URL’s for Phoenix and UCM will no longer accept your login details. There’s no other changes to Phoenix or UCM. "}]},{"type":"paragraph","attrs":{"localId":"3a5f7c2d-783a-41a4-9951-076cf97b6f86"},"content":[{"type":"text","text":"Read more here: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"f6d83cba-1ef3-40eb-a34f-4569edf2490f"},"content":[{"type":"text","text":"Can’t find the MFA activation email?"}]},{"type":"paragraph","attrs":{"localId":"9aad1da7-0323-4cf8-ba2f-f60fa0c4503d"},"content":[{"type":"text","text":"From 02 December to 14 December, Converge will progressively roll out MFA access to Consultants and Associates. Your MFA activation email will arrive during that period and you’ll have 7 days to action and activate. "}]},{"type":"paragraph","attrs":{"localId":"aaa19fef-b54d-465e-a5a2-5eba16ddcaa2"},"content":[{"type":"text","text":"If you have received the MFA activation email, but have since deleted, misplaced or can’t find it, "},{"type":"text","text":"Click “Send” button below","marks":[{"type":"strong"}]},{"type":"text","text":" to submit this request and User Support will re-send your activation email."}]},{"type":"paragraph","attrs":{"localId":"ed004a47-a969-4ccf-af68-ffe9dced7b27"},"content":[{"type":"text","text":"UST internal reference: MFA-A1, MFA-A3","marks":[{"type":"em"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"c3b62c7b-d833-401e-b559-956d7ba3d733"},"content":[{"type":"text","text":"Concern about MFA"}]},{"type":"paragraph","attrs":{"localId":"25768c77-ded1-4f21-8d84-df8e050b1569"},"content":[{"type":"text","text":"The rollout of Multi Factor Authentication (MFA) is a requirement of all Converge Associates and Consultants and ensures compliance with security requirements for customer data. The rollout of MFA is mandatory for all Associates and Consultants."}]},{"type":"paragraph","attrs":{"localId":"0ca229a6-3278-4353-9f8f-5c1b5d7313cc"},"content":[{"type":"text","text":"If you have a concern about MFA rollout, the process or the requirement to use MFA, please provide additional context below:"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"a5736432-9dbc-460d-866e-8587ae33cd67"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"f0a54216-3a89-4bc4-b587-84e829f79619"},"content":[{"type":"text","text":"Need more information about how MFA works?"}]},{"type":"paragraph","attrs":{"localId":"eddfbcf6-6584-4849-bec2-4a6fcb06538d"},"content":[{"type":"text","text":"Logging into Converge Apps like Phoenix and UCM will now happen via the "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" MFA portal. When you login, you’ll occasionally be asked to verify yourself by confirming the verification code on your MFA authenticator app."}]},{"type":"paragraph","attrs":{"localId":"a8acc7f4-426e-433f-8e11-a20ea4d69f20"},"content":[{"type":"text","text":"The existing URL’s for Phoenix and UCM will no longer accept your login details. There’s no other changes to Phoenix or UCM. "}]},{"type":"paragraph","attrs":{"localId":"ac9a1ca0-41d1-4544-b848-99385a62e7e5"},"content":[{"type":"text","text":"Read more here: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"05d36123-5e35-43f8-847c-8f225652e9e8"},"content":[{"type":"text","text":"Okta Verify help and questions"}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"6d6398a6-d22d-4951-bab9-99150c075798"},"content":[{"type":"text","text":"Microsoft Authenticator help and questions"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"45abdd90-5d64-4532-b851-70d9438ccad0"},"content":[{"type":"text","text":"Google Authenticator - help and questions"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"acb01d94-bb14-4a75-a415-3c82c5da5899"},"content":[{"type":"text","text":"Can I register more than one authenticator?"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"a13e3490-acbb-4c16-88ee-4003c4a2d5a8"},"content":[{"type":"text","text":"Can’t login to Phoenix / My login details aren’t accepted on the Phoenix login page"}]},{"type":"paragraph","attrs":{"localId":"0ae4e4ba-5768-4f5a-a0c2-4c2d72e447fc"},"content":[{"type":"text","text":"The previous Phoenix portal URL ","marks":[{"type":"strong"}]},{"type":"text","text":"phoenix.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://phoenix.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" and/or UCM login is being phased out ","marks":[{"type":"strong"}]},{"type":"text","text":"- if you’ve activated Multi Factor Authentication (MFA), your login details for MFA won’t be accepted on the previous URL."}]},{"type":"paragraph","attrs":{"localId":"1539acd0-623d-4df1-b150-1e3d4555581d"},"content":[{"type":"text","text":"After activating MFA, "},{"type":"text","text":"always login via the MFA portal at ","marks":[{"type":"strong"}]},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" and ensure you remove any previous phoenix or UCM URL’s. "},{"type":"text","text":"Please try logging in using the ","marks":[{"type":"strong"}]},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" URL. ","marks":[{"type":"strong"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"918b48c8-3391-40a8-9653-3d9485008304"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":40},"layout":"default","localId":"05a17247-71c4-4a27-9d34-39d8ec271132"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":41},"layout":"default","localId":"b021c4aa-62f6-4ca3-ae13-c8b859d73cbd"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"f6bee894-a676-4606-add2-8725dcbc617c"},"content":[{"type":"text","text":"Looks like the new URL "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" worked - please remove any previous Phoenix or UCM bookmarks and add the above URL to your bookmarks. "}]},{"type":"paragraph","attrs":{"localId":"1ff0ed12-5952-462e-bb27-404936dab093"},"content":[{"type":"text","text":"Do not click “Send” - close this form to cancel your support request. ","marks":[{"type":"strong"}]}]}]}],"conditions":{"34":{"t":"sh","i":{"co":{"cIds":{"17":["2:4"]}}},"o":{"sIds":["12"]}},"33":{"t":"sh","i":{"co":{"cIds":{"17":["2:1"]}}},"o":{"sIds":["11"]}},"22":{"t":"sh","i":{"co":{"cIds":{"17":["1:6"]}}},"o":{"sIds":["6"]}},"37":{"t":"sh","i":{"co":{"cIds":{"17":["2:5"]}}},"o":{"sIds":["15"]}},"21":{"t":"sh","i":{"co":{"cIds":{"17":["1:5"]}}},"o":{"sIds":["5"]}},"43":{"t":"sh","i":{"co":{"cIds":{"39":["1"]}}},"o":{"sIds":["18"]}},"36":{"t":"sh","i":{"co":{"cIds":{"17":["2:3"]}}},"o":{"sIds":["14"]}},"42":{"t":"sh","i":{"co":{"cIds":{"39":["2"]}}},"o":{"sIds":["17"]}},"38":{"t":"sh","i":{"co":{"cIds":{"17":["9","10"]}}},"o":{"sIds":["16"]}},"18":{"t":"sh","i":{"co":{"cIds":{"17":["1:2"]}}},"o":{"sIds":["2"]}},"29":{"t":"sh","i":{"co":{"cIds":{"17":["7"]}}},"o":{"sIds":["10"]}},"28":{"t":"sh","i":{"co":{"cIds":{"17":["8"]}}},"o":{"sIds":["9"]}},"19":{"t":"sh","i":{"co":{"cIds":{"17":["1:3"]}}},"o":{"sIds":["3"]}},"23":{"t":"sh","i":{"co":{"cIds":{"17":["4","5"]}}},"o":{"sIds":["7"]}},"35":{"t":"sh","i":{"co":{"cIds":{"17":["2:2"]}}},"o":{"sIds":["13"]}},"16":{"t":"sh","i":{"co":{"cIds":{"17":["1:1"]}}},"o":{"sIds":["1"]}},"20":{"t":"sh","i":{"co":{"cIds":{"17":["1:4"]}}},"o":{"sIds":["4"]}},"27":{"t":"sh","i":{"co":{"cIds":{"17":["6"]}}},"o":{"sIds":["8"]}}},"sections":{"12":{"conditions":["34"]},"8":{"conditions":["27"]},"4":{"conditions":["20"]},"13":{"conditions":["35"]},"16":{"name":"Cant login to Phoenix / Phoenix login details not accepted","conditions":["38"]},"5":{"conditions":["21"]},"10":{"name":"Concern about MFA","conditions":["29"]},"2":{"conditions":["18"]},"18":{"conditions":["43","38"]},"7":{"name":"My Username My Password","conditions":["23"]},"3":{"conditions":["19"]},"15":{"conditions":["37"]},"11":{"conditions":["33"]},"9":{"name":"Cant find MFA activation email","conditions":["28"]},"6":{"conditions":["22"]},"1":{"name":"Setting up / Activating","conditions":["16"]},"17":{"conditions":["42","38"]},"14":{"conditions":["36"]}},"questions":{"40":{"type":"ts","label":"What email address were you using to sign in?","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"26":{"type":"at","label":"Optionally provide a screenshot of what you are seeing","description":"This will help us expedite our support for you.","validation":{"rq":false},"choices":[],"questionKey":""},"24":{"type":"rt","label":"What additional questions other than what is answered in the above guide can we help you with?","description":"Read the above linked guide which answers most questions. 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Click \"Send\" when done.","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"30":{"type":"rt","label":"Provide as much detail about your concern here","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"41":{"type":"rt","label":"Provide any additional contextual information to help us.","description":"The more information, the faster we can assist you. ","validation":{"rq":false},"choices":[],"questionKey":""},"17":{"type":"cc","label":"Select what you need help with","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Setup/Activating MFA","other":false,"children":[{"id":"1","label":"I did not receive an activation email","other":false},{"id":"2","label":"The activation email link is not working","other":false},{"id":"3","label":"The activation timed out","other":false},{"id":"4","label":"Could not scan the QR code during setup","other":false},{"id":"5","label":"Could not complete setup","other":false},{"id":"6","label":"Questions about authenticator apps","other":false}]},{"id":"2","label":"Authenticator App for MFA on my device","other":false,"children":[{"id":"1","label":"I need more information about Authenticator Apps","other":false},{"id":"4","label":"Okta Verify Authenticator - Help and questions","other":false},{"id":"2","label":"Microsoft Authenticator - Help and questions","other":false},{"id":"3","label":"Google Authenticator - Help and questions","other":false},{"id":"5","label":"Can I register more than one authenticator?","other":false}]},{"id":"9","label":"Can't login to Phoenix","other":false,"children":[]},{"id":"10","label":"My Phoenix login details aren't accepted","other":false,"children":[]},{"id":"4","label":"My Username","other":false,"children":[]},{"id":"5","label":"My Password","other":false,"children":[]},{"id":"6","label":"Need more information about how MFA works","other":false,"children":[]},{"id":"8","label":"Can't find the MFA activation email","other":false,"children":[]},{"id":"7","label":"Concern about MFA","other":false,"children":[]}],"questionKey":""},"25":{"type":"rt","label":"Provide additional context of what we can help you with, then click \"Send\".","description":"","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"51c70e61-7a77-4d0f-ae27-2a37e5ad8a24"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":14,"updated":"2025-01-16T02:07:44.972883525Z","publish":{"jira":{"newIssueIssueTypeIds":[],"newIssueRequestTypeIds":[],"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[10252],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":14,"name":"Login and Multi Factor Authentication (MFA) Support","submit":{"lock":true,"pdf":false},"templateFormUuid":"51c70e61-7a77-4d0f-ae27-2a37e5ad8a24"},"layout":[{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2,"localId":"529214e7-bece-4d10-8a9a-df4e11475685"},"content":[{"type":"text","text":"Multi Factor Authentication (MFA)"}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":17},"layout":"default","localId":"dd0e1fec-9917-48e6-aa76-21b020b36bcb"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"5ed56a0f-c54f-4351-96dc-9d4c2df6737a"},"content":[{"type":"text","text":"Setup/Activation of MFA"}]},{"type":"paragraph","attrs":{"localId":"ddf971ff-a843-4ace-806a-fe0f76a56661"},"content":[{"type":"text","text":"Converge has sent you an activation email, this may have been a few weeks ago. If you’ve missed or deleted the email, go to "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" and enter your email address there as the username then click “Continue”. "}]},{"type":"paragraph","attrs":{"localId":"91623c82-36e4-4a78-8b69-543013ae9d61"},"content":[{"type":"text","text":"If you created a password on your first attempt, enter it when prompted for a password and then continue."}]},{"type":"paragraph","attrs":{"localId":"9d5aae90-4afb-4bbf-9025-37beec0c3c51"},"content":[{"type":"text","text":"If the above option didn’t work, click “send” below and our team will manually send a new activation email which will be valid for a few hours. ","marks":[{"type":"strong"}]}]},{"type":"paragraph","attrs":{"localId":"7551e5d5-c201-4030-a930-6ddd3a52dae2"},"content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"0a829d22-0e5f-45eb-a947-138185b36781"},"content":[{"type":"text","text":"Activation link not working?"}]},{"type":"paragraph","attrs":{"localId":"8923a458-a71f-432e-9d93-342bbd3a134c"},"content":[{"type":"text","text":"The activation link is valid for a few days from receiving it. After that time, user support will need to assist you with resending the activation email."}]},{"type":"paragraph","attrs":{"localId":"1c9a3a8d-bac3-4899-a976-88f37ba61bec"},"content":[{"type":"text","text":"Click “Send” button below","marks":[{"type":"strong"}]},{"type":"text","text":" to submit this request and User Support will re-send your activation email."}]},{"type":"paragraph","attrs":{"localId":"c4522ff4-236f-4611-aeab-f947e7bb4f91"},"content":[{"type":"text","text":"UST internal reference: MFA-A1, MFA-A3","marks":[{"type":"em"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"4132e56e-c568-4a46-ba1f-e394a0d70f77"},"content":[{"type":"text","text":"Activation timed out?"}]},{"type":"paragraph","attrs":{"localId":"eccdadc1-4a30-4f42-944e-cfc5e5f20def"},"content":[{"type":"text","text":"If your activation process timed out, you can either:"}]},{"type":"paragraph","attrs":{"localId":"5225d73a-f0cd-41a8-b2f8-2c24d736fe1c"},"content":[{"type":"text","text":"a) Restart the process by clicking the link in your activation email again"}]},{"type":"paragraph","attrs":{"localId":"32043fe6-ce28-4787-83ae-835b791bd870"},"content":[{"type":"text","text":"b) Go to "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" and enter your email address there as the username then click “Continue”. If you created a password on your first attempt, enter it when prompted for a password and then continue. "}]},{"type":"paragraph","attrs":{"localId":"5fae3c3f-5d7e-4a7a-b4a1-ac90a9a9690b"},"content":[{"type":"text","text":"If the above two options didn’t work, click “send” below.","marks":[{"type":"strong"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"7f293a81-c6d3-489a-8741-18af106de487"},"content":[{"type":"text","text":"Could not scan the QR code during activation?"}]},{"type":"paragraph","attrs":{"localId":"9f9104a6-766f-4b91-b518-a8158452d71d"},"content":[{"type":"text","text":"Once you get to the page for setting up your authenticator, you’ll have a few minutes to scan the QR code presented after selecting “Setup”. If you take too long, click the “back to sign in” link on-screen. "}]},{"type":"paragraph","attrs":{"localId":"089b3b5a-c7a0-490c-be04-c625d3995bcd"},"content":[{"type":"text","text":"If the above didn’t work, continue with this form."}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":32},"layout":"default","localId":"6a49f0d3-aa94-4af0-9a08-4d19eeec0832"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"78b0149b-8b95-4720-a306-fde060a397fd"},"content":[{"type":"text","text":"Couldn’t complete setup?"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"a19fd154-746b-453d-b15f-7e9f294b50b2"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"40cdfb0e-65cd-4b10-973b-51d442d349b7"},"content":[{"type":"text","text":"Questions about authenticator apps"}]},{"type":"paragraph","attrs":{"localId":"98d6aceb-9dcb-46c1-9467-56ca1036ccf3"},"content":[{"type":"text","text":"If you have any questions about which Authenticator App to use for receiving the verification code or adding additional Authenticator options, view this guide: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]},{"type":"paragraph","attrs":{"localId":"ba9aee89-8ab1-4c1c-8025-f4d7fb61b22c"},"content":[{"type":"text","text":"After reviewing the above guide, if you still have further questions or need more support, confirm this below and continue with completing the rest of the form. "}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"29b40abc-5913-425a-8c97-5ba25a0fb34a"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"a40a571a-9de9-418e-b599-0598cbb60329"},"content":[{"type":"text","text":"Username and Password"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"f253dfe0-275a-46c9-90a4-ccdcf6c83d25"},"content":[{"type":"text","text":"To login, access the MFA portal at "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"5596c22d-d016-41e1-8c8a-88255193699d"},"content":[{"type":"text","text":"Your username is your full email address which we use for Phoenix or UCM portal"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"086619aa-0876-4089-b7a4-fdfabfce438d"},"content":[{"type":"text","text":"Your password is created by yourself. If you’ve activated MFA and setup an Authenticator app, but can’t remember your password, on the MFA portal login page ("},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":") click “Unlock account?” or “Forgot Password?” then follow the prompts. "}]}]}]},{"type":"heading","attrs":{"level":3,"localId":"a90b101f-b18a-4508-99c0-c1369ec7a417"},"content":[{"type":"text","text":"If you still need assistance"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":25},"layout":"default","localId":"44bb0d55-98cc-40ae-b61d-81336f8195fa"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":26},"layout":"default","localId":"eb75b6d4-2dbb-4618-97bd-d5f0fac35379"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"837a032f-0a56-445c-87cc-808b93a85ebf"},"content":[{"type":"text","text":"Need more information about how MFA works?"}]},{"type":"paragraph","attrs":{"localId":"1fee0353-f2b9-4864-a493-2fe16d2779bd"},"content":[{"type":"text","text":"Logging into Converge Apps like Phoenix and UCM will now happen via the "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" MFA portal. When you login, you’ll occasionally be asked to verify yourself by confirming the verification code on your MFA authenticator app."}]},{"type":"paragraph","attrs":{"localId":"429f9f14-2cae-406a-8cfa-379ee8844364"},"content":[{"type":"text","text":"The existing URL’s for Phoenix and UCM will no longer accept your login details. There’s no other changes to Phoenix or UCM. "}]},{"type":"paragraph","attrs":{"localId":"3a5f7c2d-783a-41a4-9951-076cf97b6f86"},"content":[{"type":"text","text":"Read more here: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"f6d83cba-1ef3-40eb-a34f-4569edf2490f"},"content":[{"type":"text","text":"Can’t find the MFA activation email?"}]},{"type":"paragraph","attrs":{"localId":"9aad1da7-0323-4cf8-ba2f-f60fa0c4503d"},"content":[{"type":"text","text":"From 02 December to 14 December, Converge will progressively roll out MFA access to Consultants and Associates. Your MFA activation email will arrive during that period and you’ll have 7 days to action and activate. "}]},{"type":"paragraph","attrs":{"localId":"aaa19fef-b54d-465e-a5a2-5eba16ddcaa2"},"content":[{"type":"text","text":"If you have received the MFA activation email, but have since deleted, misplaced or can’t find it, "},{"type":"text","text":"Click “Send” button below","marks":[{"type":"strong"}]},{"type":"text","text":" to submit this request and User Support will re-send your activation email."}]},{"type":"paragraph","attrs":{"localId":"ed004a47-a969-4ccf-af68-ffe9dced7b27"},"content":[{"type":"text","text":"UST internal reference: MFA-A1, MFA-A3","marks":[{"type":"em"}]}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"c3b62c7b-d833-401e-b559-956d7ba3d733"},"content":[{"type":"text","text":"Concern about MFA"}]},{"type":"paragraph","attrs":{"localId":"25768c77-ded1-4f21-8d84-df8e050b1569"},"content":[{"type":"text","text":"The rollout of Multi Factor Authentication (MFA) is a requirement of all Converge Associates and Consultants and ensures compliance with security requirements for customer data. The rollout of MFA is mandatory for all Associates and Consultants."}]},{"type":"paragraph","attrs":{"localId":"0ca229a6-3278-4353-9f8f-5c1b5d7313cc"},"content":[{"type":"text","text":"If you have a concern about MFA rollout, the process or the requirement to use MFA, please provide additional context below:"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"a5736432-9dbc-460d-866e-8587ae33cd67"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"f0a54216-3a89-4bc4-b587-84e829f79619"},"content":[{"type":"text","text":"Need more information about how MFA works?"}]},{"type":"paragraph","attrs":{"localId":"eddfbcf6-6584-4849-bec2-4a6fcb06538d"},"content":[{"type":"text","text":"Logging into Converge Apps like Phoenix and UCM will now happen via the "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" MFA portal. When you login, you’ll occasionally be asked to verify yourself by confirming the verification code on your MFA authenticator app."}]},{"type":"paragraph","attrs":{"localId":"a8acc7f4-426e-433f-8e11-a20ea4d69f20"},"content":[{"type":"text","text":"The existing URL’s for Phoenix and UCM will no longer accept your login details. There’s no other changes to Phoenix or UCM. "}]},{"type":"paragraph","attrs":{"localId":"ac9a1ca0-41d1-4544-b848-99385a62e7e5"},"content":[{"type":"text","text":"Read more here: "},{"type":"inlineCard","attrs":{"url":"https://convergeintl.atlassian.net/l/cp/sPJJW1A9"}},{"type":"text","text":" "}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"05d36123-5e35-43f8-847c-8f225652e9e8"},"content":[{"type":"text","text":"Okta Verify help and questions"}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"6d6398a6-d22d-4951-bab9-99150c075798"},"content":[{"type":"text","text":"Microsoft Authenticator help and questions"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"45abdd90-5d64-4532-b851-70d9438ccad0"},"content":[{"type":"text","text":"Google Authenticator - help and questions"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"acb01d94-bb14-4a75-a415-3c82c5da5899"},"content":[{"type":"text","text":"Can I register more than one authenticator?"}]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":3,"localId":"a13e3490-acbb-4c16-88ee-4003c4a2d5a8"},"content":[{"type":"text","text":"Can’t login to Phoenix / My login details aren’t accepted on the Phoenix login page"}]},{"type":"paragraph","attrs":{"localId":"0ae4e4ba-5768-4f5a-a0c2-4c2d72e447fc"},"content":[{"type":"text","text":"The previous Phoenix portal URL ","marks":[{"type":"strong"}]},{"type":"text","text":"phoenix.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://phoenix.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" and/or UCM login is being phased out ","marks":[{"type":"strong"}]},{"type":"text","text":"- if you’ve activated Multi Factor Authentication (MFA), your login details for MFA won’t be accepted on the previous URL."}]},{"type":"paragraph","attrs":{"localId":"1539acd0-623d-4df1-b150-1e3d4555581d"},"content":[{"type":"text","text":"After activating MFA, "},{"type":"text","text":"always login via the MFA portal at ","marks":[{"type":"strong"}]},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" and ensure you remove any previous phoenix or UCM URL’s. "},{"type":"text","text":"Please try logging in using the ","marks":[{"type":"strong"}]},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}},{"type":"strong"}]},{"type":"text","text":" URL. ","marks":[{"type":"strong"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"918b48c8-3391-40a8-9653-3d9485008304"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":40},"layout":"default","localId":"05a17247-71c4-4a27-9d34-39d8ec271132"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":41},"layout":"default","localId":"b021c4aa-62f6-4ca3-ae13-c8b859d73cbd"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"f6bee894-a676-4606-add2-8725dcbc617c"},"content":[{"type":"text","text":"Looks like the new URL "},{"type":"text","text":"login.convergeint.com","marks":[{"type":"link","attrs":{"href":"http://login.convergeint.com"}}]},{"type":"text","text":" worked - please remove any previous Phoenix or UCM bookmarks and add the above URL to your bookmarks. "}]},{"type":"paragraph","attrs":{"localId":"1ff0ed12-5952-462e-bb27-404936dab093"},"content":[{"type":"text","text":"Do not click “Send” - close this form to cancel your support request. ","marks":[{"type":"strong"}]}]}]}],"conditions":{"34":{"t":"sh","i":{"co":{"cIds":{"17":["2:4"]}}},"o":{"sIds":["12"]}},"33":{"t":"sh","i":{"co":{"cIds":{"17":["2:1"]}}},"o":{"sIds":["11"]}},"22":{"t":"sh","i":{"co":{"cIds":{"17":["1:6"]}}},"o":{"sIds":["6"]}},"37":{"t":"sh","i":{"co":{"cIds":{"17":["2:5"]}}},"o":{"sIds":["15"]}},"21":{"t":"sh","i":{"co":{"cIds":{"17":["1:5"]}}},"o":{"sIds":["5"]}},"43":{"t":"sh","i":{"co":{"cIds":{"39":["1"]}}},"o":{"sIds":["18"]}},"36":{"t":"sh","i":{"co":{"cIds":{"17":["2:3"]}}},"o":{"sIds":["14"]}},"42":{"t":"sh","i":{"co":{"cIds":{"39":["2"]}}},"o":{"sIds":["17"]}},"38":{"t":"sh","i":{"co":{"cIds":{"17":["9","10"]}}},"o":{"sIds":["16"]}},"18":{"t":"sh","i":{"co":{"cIds":{"17":["1:2"]}}},"o":{"sIds":["2"]}},"29":{"t":"sh","i":{"co":{"cIds":{"17":["7"]}}},"o":{"sIds":["10"]}},"28":{"t":"sh","i":{"co":{"cIds":{"17":["8"]}}},"o":{"sIds":["9"]}},"19":{"t":"sh","i":{"co":{"cIds":{"17":["1:3"]}}},"o":{"sIds":["3"]}},"23":{"t":"sh","i":{"co":{"cIds":{"17":["4","5"]}}},"o":{"sIds":["7"]}},"35":{"t":"sh","i":{"co":{"cIds":{"17":["2:2"]}}},"o":{"sIds":["13"]}},"16":{"t":"sh","i":{"co":{"cIds":{"17":["1:1"]}}},"o":{"sIds":["1"]}},"20":{"t":"sh","i":{"co":{"cIds":{"17":["1:4"]}}},"o":{"sIds":["4"]}},"27":{"t":"sh","i":{"co":{"cIds":{"17":["6"]}}},"o":{"sIds":["8"]}}},"sections":{"12":{"conditions":["34"]},"8":{"conditions":["27"]},"4":{"conditions":["20"]},"13":{"conditions":["35"]},"16":{"name":"Cant login to Phoenix / Phoenix login details not accepted","conditions":["38"]},"5":{"conditions":["21"]},"10":{"name":"Concern about MFA","conditions":["29"]},"2":{"conditions":["18"]},"18":{"conditions":["43","38"]},"7":{"name":"My Username My Password","conditions":["23"]},"3":{"conditions":["19"]},"15":{"conditions":["37"]},"11":{"conditions":["33"]},"9":{"name":"Cant find MFA activation email","conditions":["28"]},"6":{"conditions":["22"]},"1":{"name":"Setting up / Activating","conditions":["16"]},"17":{"conditions":["42","38"]},"14":{"conditions":["36"]}},"questions":{"40":{"type":"ts","label":"What email address were you using to sign in?","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"26":{"type":"at","label":"Optionally provide a screenshot of what you are seeing","description":"This will help us expedite our support for you.","validation":{"rq":false},"choices":[],"questionKey":""},"24":{"type":"rt","label":"What additional questions other than what is answered in the above guide can we help you with?","description":"Read the above linked guide which answers most questions. If you still need help, provide as much detail below as possible and we'll assist you.","validation":{"rq":true},"choices":[],"questionKey":""},"32":{"type":"rt","label":"Provide any additional information and context here, then click \"Send\".","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"39":{"type":"cs","label":"Did the new above URL (login.convergeint.com) work for you?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"31":{"type":"rt","label":"Provide any additional context here and we'll assist you. Click \"Send\" when done.","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"30":{"type":"rt","label":"Provide as much detail about your concern here","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"41":{"type":"rt","label":"Provide any additional contextual information to help us.","description":"The more information, the faster we can assist you. ","validation":{"rq":false},"choices":[],"questionKey":""},"17":{"type":"cc","label":"Select what you need help with","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Setup/Activating MFA","other":false,"children":[{"id":"1","label":"I did not receive an activation email","other":false},{"id":"2","label":"The activation email link is not working","other":false},{"id":"3","label":"The activation timed out","other":false},{"id":"4","label":"Could not scan the QR code during setup","other":false},{"id":"5","label":"Could not complete setup","other":false},{"id":"6","label":"Questions about authenticator apps","other":false}]},{"id":"2","label":"Authenticator App for MFA on my device","other":false,"children":[{"id":"1","label":"I need more information about Authenticator Apps","other":false},{"id":"4","label":"Okta Verify Authenticator - Help and questions","other":false},{"id":"2","label":"Microsoft Authenticator - Help and questions","other":false},{"id":"3","label":"Google Authenticator - Help and questions","other":false},{"id":"5","label":"Can I register more than one authenticator?","other":false}]},{"id":"9","label":"Can't login to Phoenix","other":false,"children":[]},{"id":"10","label":"My Phoenix login details aren't accepted","other":false,"children":[]},{"id":"4","label":"My Username","other":false,"children":[]},{"id":"5","label":"My Password","other":false,"children":[]},{"id":"6","label":"Need more information about how MFA works","other":false,"children":[]},{"id":"8","label":"Can't find the MFA activation email","other":false,"children":[]},{"id":"7","label":"Concern about MFA","other":false,"children":[]}],"questionKey":""},"25":{"type":"rt","label":"Provide additional context of what we can help you with, then click \"Send\".","description":"","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"51c70e61-7a77-4d0f-ae27-2a37e5ad8a24"},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}