Frequently asked questions – Two-factor authentication 

Two-factor authentication (2FA) is a login method that combines two ways of verifying your identity, usually your password and another verification method. 

Two-factor authentication provides you with an additional level of protection. It increases your data security and lowers the risk of unauthorized access to your account. Even if another person has your password, they would not be able to log in without completing the second verification step. 

Yes, two-factor authentication is required each time you log in because it strengthens the security of your account. 

In addition to logging in with your email address and your password, you must choose a  verification method that uses 

• an authentication app: obtain a one-time code on your authentication app; or 
• your email address: receive a one-time code at your contact email address. 

Both verification methods are secure. However, we recommend that you use an authentication app. The one-time codes generated by your authentication app are accessible only on your cell phone or tablet, which makes it a very secure method. If you change devices, you will need to contact us to reactivate your authentication method. 

You can also choose verification by email if that method seems easier to you. Note that you cannot choose both verification methods. You can activate only one. 

To change the verification method entered in your file, i.e. the authentication app method or the email method, please contact us. 

You obtain an error message from the server (Server Error) after clicking the login button (“Access your file,” “Log in”  or other button, depending on the portal visited). To solve the situation, clear your browser history in your browser settings. 

Are you going around in circles every time you try to access the login screen (using the “Access your file,” “Log in” or other button, depending on the portal visited). If you are using your employer’s computer or Internet network, your employer’s security settings may be blocking access to the login page. You have two options: 

• To successfully log in on your employer’s computer, contact your technical support team. That team may contact us for additional assistance, if necessary. 
• You can try to log in on your personal computer or cellular device. 

Your messaging service or your Internet provider may be blocking or delaying the sending of the verification codes as a security measure. To restore the situation: 

• Contact your employer or Internet provider. We are at their disposal if they require any additional assistance. 
• You can change the contact email address entered in your file. To do so, please contact us. 

If you have deleted the Order’s account in your authentication app, please contact us to reconfigure two-factor authentication. 

Since your contact email address becomes your username for logins, it is better to use an address that will be valid over the long term, such as your personal address. If a different email address would be better, update your contact email address immediately in your file. 

If you have forgotten the contact email address you entered in your file, please contact us. 

If you no longer have access to your email address because you changed jobs, for example, please contact us. We will help you restore access to your account. 

No, different email addresses cannot be used. The contact email address entered in your file serves not only as the destination for the Order’s electronic communications, but also as your username when you log in. Furthermore, all automated notifications for the purposes of two-factor authentication will be sent to your contact email address. 

Yes, you must reset your password when you log in for the first time and activate your two-factor authentication at the same time. To do so, click the “First login or forgot your password?” link on the login screen and follow the steps. 

Choose a robust, unique password to access your file. Your password must contain at least ten characters that include three of the following: lowercase letters, uppercase letters, numbers and special characters. 

Keep in mind that you should never share your login information. 

Follow these steps: 

• On the login screen, click on the “First login or forgot your password?” link.  
• Enter the contact email address entered in your file with the Order. 
• Enter the six-digit verification code you received at your email address. 
• Then follow the instructions to choose a new password. 

If this is your first time logging in, you must click “First login or forgot your password?” to reset your password and activate two-factor authentication. 

An authentication app is a secure application that generates temporary verification codes. Each one-time code is generally composed of six digits and is valid for 30 seconds. The one-time code is used to confirm your identity during the two-factor authentication process. 

You can install the authentication app on your cell phone or tablet and connect it to several accounts that you want to secure using this verification method. 

This is how you configure your authentication app and obtain your one-time codes from it: 

• Open your authentication app (and not the camera) installed on your cell phone or your tablet. 
• Press the icon usually located in the bottom right-hand corner of the app, and scan the QR code shown on the screen when you activate two-factor authentication. 
• If the scan does not work, click on the alternative links under the QR code. They will display the QR code in a different way or let you enter a code manually in your authentication app. 
• The Order’s default account name that should be displayed in your authentication app is CPAQCPROD. You can rename it if you want. 

Il existe plusieurs applications d’authentification gratuites sur le marché. Vous pouvez entre autres télécharger Microsoft Authenticator (sur Google Play ou App Store) ou Google Authenticator (sur Google Play ou App Store).

There are several free authentication apps on the market. You can download Microsoft Authenticator (on Google Play or the App Store) or Google Authenticator (on Google Play or the App Store). 

If you no longer have access to your authentication app (e.g. changed or lost your cell phone), please contact us to reconfigure two-factor authentication. 

Check the following: 

• See if the email containing the code is in your spam folder. 
• Make sure that you use the same email address as the one linked to your file, i.e. the contact email address where you usually receive our communications. 
• If you use a professional email address, check with your technical support to make sure that the email was not blocked by your organization’s security filters. 
• Check that you have correctly entered your email address (no typos). 
• Make sure that you are logged in to your messaging account (i.e. that you are not logged out of your account on your device). 
• If the option is available, click on “Send a new code” on the login screen. 
• If the problem persists, please contact us. 

Check the following: 

• Make sure that you have correctly entered the six-figure verification code. 
• Make sure that you have entered the last code received. A code stops working when you request a new code. 
• If the option is available, click the “Send a new code” button on the login screen. Note that a code is valid for only 10 minutes. 
• If the problem persists, please contact us. 

Check the following: 

• See if your authentication app is properly configured. 
• If your authentication app is connected to several secure accounts, make sure that you use the verification codes generated for the Order’s account (named CPAQCPROD). 
• If you have used the same code more than once, wait for a new code to be generated before trying again. Each code can be used only once. 
• If the problem persists, please contact us. 

Contact us as soon as possible. 

Your account may be temporarily locked. 

• If you have reached the limit on attempted logins, please try again later. 
• You can click “First login or forgot your password?” to reset your password. 
• If the problem persists, please contact us. 

• Make sure that you use the same email address as the one linked to your file, i.e. the contact email address where you usually receive our communications. 
• Check that you have correctly entered your email address (no typos). 
• If the problem persists, please contact us. 

To recover your account, click “First login or forgot your password?” and follow the steps.