{"id":16714,"date":"2026-01-06T13:42:45","date_gmt":"2026-01-06T18:42:45","guid":{"rendered":"https:\/\/cpaquebec.wp.vortexdev.com\/security-and-privacy\/authentification-a-deux-facteurs\/"},"modified":"2026-03-31T15:05:32","modified_gmt":"2026-03-31T19:05:32","slug":"frequently-asked-questions-two-factor-authentication","status":"publish","type":"page","link":"https:\/\/cpaquebec.wp.vortexdev.com\/en\/security-and-privacy\/frequently-asked-questions-two-factor-authentication\/","title":{"rendered":"Frequently asked questions \u2013 Two-factor authentication\u00a0"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>The Order\u2019s websites have a\u00a0new login method.\u00a0You must now log in with your contact email address to gain access to your file and confirm your identity using a two-factor authentication process.\u00a0<\/p>\n<\/div>\n<\/div>\n\n\n<div class=\"notification-message aligndefault notification-message--warning notification-message--outline\"\n>\n   \n\n<p><strong>Important!<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>When you log in for the first time<\/strong>, you must click on \u201cFirst login or forgot your password?\u201d&nbsp;to reset your password and activate two-factor authentication.<\/p>\n\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Benefits\u00a0of\u00a0the\u00a0new login method<\/h2>\n\n\n\n<div class=\"color-boxes-grid aligndefault\"\n>\n   <div class=\"color-boxes-grid__grid cols-4\">\n     \n\n<div class=\"color-box-item has-background has-marble-background-color\">\n\n  <span class=\"color-box-item__icon\">\n    <span class=\"icon-bubble\"><\/span>  <\/span>\n    <h5 class=\"color-box-item__title\">Easy<\/h5>\n      <div class=\"wysiwyg color-box-item__text\"><p><span class=\"NormalTextRun SCXW223397034 BCX0\">An e<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">asy<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">&#8211;<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">to<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">&#8211;<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">remember\u00a0<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">username<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">:<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">\u00a0your email address\u00a0<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">instead of<\/span><span class=\"NormalTextRun SCXW223397034 BCX0\">\u00a0your member or client number.<\/span><\/p>\n<\/div>\n   \n\n      <div class=\"accordion-container\">\n          <\/div>\n    \n    <\/div>\n\n\n\n<div class=\"color-box-item has-background has-marble-background-color\">\n\n  <span class=\"color-box-item__icon\">\n    <span class=\"icon-file\"><\/span>  <\/span>\n    <h5 class=\"color-box-item__title\">Secure<\/h5>\n      <div class=\"wysiwyg color-box-item__text\"><p><span class=\"TextRun SCXW30481866 BCX0\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW30481866 BCX0\">A robust password t<\/span><span class=\"NormalTextRun SCXW30481866 BCX0\">hat<\/span><span class=\"NormalTextRun SCXW30481866 BCX0\">\u00a0<\/span><span class=\"NormalTextRun SCXW30481866 BCX0\">increases<\/span><span class=\"NormalTextRun SCXW30481866 BCX0\">\u00a0your data security.<\/span><\/span><span class=\"EOP Selected SCXW30481866 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<\/div>\n   \n\n      <div class=\"accordion-container\">\n          <\/div>\n    \n    <\/div>\n\n\n\n<div class=\"color-box-item has-background has-marble-background-color\">\n\n  <span class=\"color-box-item__icon\">\n    <span class=\"icon-book\"><\/span>  <\/span>\n    <h5 class=\"color-box-item__title\">Reassuring<\/h5>\n      <div class=\"wysiwyg color-box-item__text\"><p><span class=\"TextRun SCXW184848028 BCX0\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW184848028 BCX0\">An\u00a0<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">additional<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">\u00a0verification method\u00a0<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">that<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">\u00a0<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">lowers<\/span><span class=\"NormalTextRun SCXW184848028 BCX0\">\u00a0the risks of unauthorized access.<\/span><\/span><span class=\"EOP Selected SCXW184848028 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<\/div>\n   \n\n      <div class=\"accordion-container\">\n          <\/div>\n    \n    <\/div>\n\n   <\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Frequently asked questions\u00a0<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Two-factor authentication<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"what-is-two-factor-authentication\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          What is two-factor authentication?      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Two-factor authentication (2FA) is a login method that combines two ways of verifying your identity, usually your password and another verification method.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"what-is-the-advantage-of-two-factor-authentication\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          <strong>What is the advantage of two-factor authentication?<\/strong>      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Two-factor authentication provides you with an\u00a0additional\u00a0level of protection.\u00a0It\u00a0increases\u00a0your data security and\u00a0lowers\u00a0the risk of unauthorized access to your account.\u00a0Even if another person has your password, they would not be able to log in without completing the second verification step.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"do-i-have-to-confirm-my-identity-at-each-login\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          <strong>Do I have to confirm my identity at each login?\u00a0<\/strong>      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Yes, two-factor authentication is\u00a0required\u00a0each time you log in because it strengthens the security of your account.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"which-verification-methods-can-you-use\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          <strong>Which verification methods\u00a0can you use?\u00a0<\/strong>      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>In addition to logging in with your email address and your password, you must&nbsp;choose&nbsp;a&nbsp; verification&nbsp;method that uses&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>an authentication app:\u00a0obtain a one-time code on your authentication app;\u00a0or\u00a0<\/li>\n\n\n\n<li>your\u00a0email\u00a0address:\u00a0receive a one-time code at your contact email address.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"which-verification-method-should-i-choose\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Which verification method should I choose?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Both verification methods are secure.&nbsp;However, we recommend that you use&nbsp;an&nbsp;authentication app.&nbsp;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.&nbsp;If you change devices, you will need to contact us to reactivate your authentication method.&nbsp;<\/p>\n\n\n\n<p>You can also choose verification by email if that method seems easier to you.&nbsp;Note that you cannot choose both verification methods.&nbsp;You can activate only one.&nbsp;<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"how-can-i-change-the-verification-method-i-chose\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          How can I change the verification method I chose?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>To change the verification method entered in your file,\u00a0i.e.\u00a0the authentication app\u00a0method\u00a0or\u00a0the\u00a0email\u00a0method, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Problems during your first login<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"an-error-page-appears-when-i-try-to-access-the-login-screen\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          An error page appears when I try to access the login screen.\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>You obtain an error message from the server (Server Error) after clicking the login button (\u201cAccess your file,\u201d \u201cLog\u00a0in\u201d\u00a0 or\u00a0other\u00a0button, depending on the portal visited).\u00a0To solve the situation,\u00a0clear\u00a0your\u00a0browser history in your browser settings.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-am-redirected-to-the-homepage-of-the-orders-website-when-i-try-to-access-the-login-screen\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I am redirected to the homepage of the Order\u2019s website when I try to access the login screen.\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Are you going around in circles every time you try to access the login screen (using the \u201cAccess your file,\u201d \u201cLog in\u201d or other button, depending on the portal visited).&nbsp;If you&nbsp;are&nbsp;using&nbsp;your employer\u2019s&nbsp;computer or Internet network,&nbsp;your employer\u2019s&nbsp;security&nbsp;settings may&nbsp;be&nbsp;blocking access to&nbsp;the login page.&nbsp;You have two options:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To successfully log in on your employer\u2019s computer, contact your technical support team.\u00a0That team may contact us for\u00a0additional\u00a0assistance, if necessary.\u00a0<\/li>\n\n\n\n<li>You can try to log in on your personal computer or cellular device.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-am-not-receiving-verification-codes-or-i-am-receiving-them-late\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I\u00a0am\u00a0not receiving\u00a0verification\u00a0codes\u00a0or I\u00a0am\u00a0receiving\u00a0them late.\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Your messaging service or your Internet provider may be blocking or delaying the sending of the verification codes&nbsp;as a&nbsp;security&nbsp;measure.&nbsp;To restore the situation:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contact your employer or Internet provider.\u00a0We\u00a0are at their disposal if they\u00a0require\u00a0any\u00a0additional\u00a0assistance.\u00a0<\/li>\n\n\n\n<li>You can\u00a0change\u00a0the contact email address entered in your file.\u00a0To do so, please contact us.\u00a0<\/li>\n<\/ul>\n\n\n\n<p>If you&nbsp;have&nbsp;deleted&nbsp;the Order\u2019s account in your authentication app, please contact us to reconfigure two-factor authentication.&nbsp;<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Email address\u00a0<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"which-email-address-should-i-use-to-log-in\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Which email address should I use to log in?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Since\u00a0your\u00a0contact email address becomes your username\u00a0for logins, it is better to use an address that will be valid over the long term,\u00a0such as your personal address.\u00a0If a different email address would be better, update your contact email\u00a0address\u00a0immediately\u00a0in\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/votre-dossier\/votre-profil\/renseignements-personnels-et-professionnels\/\" target=\"_blank\" rel=\"noreferrer noopener\">your file<\/a>.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-forgot-which-email-address-is-my-username-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I forgot which email address is my username.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>If you have forgotten the contact email address you entered in your file,\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">please contact us<\/a>.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-no-longer-have-access-to-my-inbox-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I no longer have access to my inbox.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>If you no longer have access to your email address\u00a0because\u00a0you changed\u00a0jobs,\u00a0for example,\u00a0please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0We will help you restore access to your account.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"can-i-log-in-with-a-different-email-address-than-my-contact-email-address\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Can I log in with a different email address than my contact email address?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>No, different email addresses cannot be used.\u00a0The contact email address entered in your file serves not only as the destination for the Order\u2019s 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.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Password\u00a0<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"do-i-need-to-reset-my-password-when-i-log-in-for-the-first-time\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Do I need to reset my password when I log in for the first time?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Yes, you must reset your password when you log in for the first time and activate your two-factor authentication at the same time.\u00a0To do so, click the \u201cFirst login or forgot your password?\u201d link\u00a0on the login screen and follow the steps.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"which-criteria-does-the-password-need-to-meet\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Which criteria does the password need to meet?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Choose a robust, unique password to access your file.&nbsp;Your password must&nbsp;contain&nbsp;at least ten characters that include three of the following:&nbsp;lowercase letters, uppercase letters,&nbsp;numbers&nbsp;and special characters.&nbsp;<\/p>\n\n\n\n<p>Keep in mind that you should&nbsp;never share your login information.&nbsp;<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-forgot-my-password-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I forgot my password.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Follow these steps:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On the login screen, click on the &#8220;First login or forgot your password?&#8221; link.\u00a0\u00a0<\/li>\n\n\n\n<li>Enter the contact email address\u00a0entered\u00a0in your file with the Order.\u00a0<\/li>\n\n\n\n<li>Enter the six-digit verification code you received\u00a0at your email address.\u00a0<\/li>\n\n\n\n<li>Then follow the instructions to choose a new password.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"an-error-message-says-that-my-password-is-incorrect-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          An error message says that my password is incorrect.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>If this is your first time logging in, you must click\u00a0\u201cFirst login or forgot your password?\u201d\u00a0to reset your password and activate two-factor authentication.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Authentication application\u00a0<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"what-is-an-authentication-app\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          What is an authentication app?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>An authentication app is a secure application that generates temporary verification codes.&nbsp;Each one-time code is&nbsp;generally composed&nbsp;of six digits and is valid for 30 seconds.&nbsp;The one-time code is used to confirm your identity during the two-factor authentication process.&nbsp;<\/p>\n\n\n\n<p>You can install the authentication app on your cell phone or tablet and connect it to several accounts that you want to secure&nbsp;using this verification method.&nbsp;<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"how-do-i-configure-my-authentication-app\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          How do I configure my authentication app?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>This is how you configure your authentication app and obtain your one-time codes from it:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Open\u00a0your\u00a0authentication app (and not\u00a0the camera) installed on your cell phone or your tablet.\u00a0<\/li>\n\n\n\n<li>Press the icon usually\u00a0located\u00a0in the bottom right-hand corner of the\u00a0app, and\u00a0scan the QR code\u00a0shown\u00a0on the screen when you activate two-factor authentication.\u00a0<\/li>\n\n\n\n<li>If the scan does not work, click on the alternative links\u00a0under\u00a0the QR code.\u00a0They will\u00a0display the QR code\u00a0in\u00a0a different\u00a0way\u00a0or\u00a0let you\u00a0enter a code manually in your authentication app.\u00a0<\/li>\n\n\n\n<li>The Order&#8217;s\u00a0default\u00a0account name that\u00a0should be\u00a0displayed in your authentication app is CPAQCPROD.\u00a0You can rename it if you want.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"quelle-application-dauthentification-est-recommandee\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          <strong>Quelle application d&#8217;authentification est recommand\u00e9e?<\/strong>      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Il existe plusieurs applications d&#8217;authentification gratuites sur le march\u00e9. Vous pouvez entre autres t\u00e9l\u00e9charger <strong>Microsoft Authenticator<\/strong>&nbsp;(sur&nbsp;<a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.azure.authenticator&amp;referrer=%20adjust_reftag%3Dc6f1p4ErudH2C%26utm_source%3DLanding%2BPage%2BOrganic%2B-%2Bapp%2Bstore%2Bbadges%26utm_campaign%3Dappstore_android&amp;culture=fr-ca&amp;country=ca\" target=\"_blank\" rel=\"noreferrer noopener\">Google Play<\/a>&nbsp;ou&nbsp;<a href=\"https:\/\/apps.apple.com\/ca\/app\/microsoft-authenticator\/id983156458?l=fr&amp;culture=fr-ca&amp;country=ca\" target=\"_blank\" rel=\"noreferrer noopener\">App Store<\/a>) ou <strong>Google Authenticator <\/strong>(sur&nbsp;<a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.google.android.apps.authenticator2&amp;hl=fr_CA\" target=\"_blank\" rel=\"noreferrer noopener\">Google Play<\/a>&nbsp;ou&nbsp;<a href=\"https:\/\/apps.apple.com\/fr\/app\/google-authenticator\/id388497605\" target=\"_blank\" rel=\"noreferrer noopener\">App Store<\/a>).<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"which-authentication-app-do-you-recommend\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          Which authentication app do you recommend?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>There are several free authentication apps on the market.\u00a0You can download Microsoft Authenticator (on\u00a0<a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.azure.authenticator&amp;referrer=%20adjust_reftag%3Dc6f1p4ErudH2C%26utm_source%3DLanding%2BPage%2BOrganic%2B-%2Bapp%2Bstore%2Bbadges%26utm_campaign%3Dappstore_android&amp;culture=fr-ca&amp;country=ca\" target=\"_blank\" rel=\"noreferrer noopener\">Google Play<\/a>\u00a0or the\u00a0<a href=\"https:\/\/apps.apple.com\/ca\/app\/microsoft-authenticator\/id983156458?l=fr&amp;culture=fr-ca&amp;country=ca\" target=\"_blank\" rel=\"noreferrer noopener\">App Store<\/a>) or Google Authenticator (on\u00a0<a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.google.android.apps.authenticator2&amp;hl=fr_CA\" target=\"_blank\" rel=\"noreferrer noopener\">Google Play<\/a>\u00a0or the\u00a0<a href=\"https:\/\/apps.apple.com\/fr\/app\/google-authenticator\/id388497605\" target=\"_blank\" rel=\"noreferrer noopener\">App Store<\/a>).\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-no-longer-have-access-to-my-authentication-app-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I no longer have access to my authentication app.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>If you no longer have access to your authentication app (e.g. changed or lost your cell phone), please\u202f<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>\u202fto reconfigure two-factor authentication.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Verification codes\u00a0<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"i-did-not-receive-my-verification-code-by-email-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I did not receive my verification code by email.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Check the following:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>See if the email\u00a0containing\u00a0the code is in your spam\u00a0folder.\u00a0<\/li>\n\n\n\n<li>Make sure that you use the same email address as the one linked to your file,\u00a0i.e.\u00a0the contact email address where you usually receive our communications.\u00a0<\/li>\n\n\n\n<li>If you use a professional email address, check with your technical support\u00a0to make sure that\u00a0the email was not blocked by your organization\u2019s security filters.\u00a0<\/li>\n\n\n\n<li>Check that you have correctly entered your email address (no typos).\u00a0<\/li>\n\n\n\n<li>Make sure that you are logged in to your messaging account (i.e.\u00a0that\u00a0you are not logged out of your account on your device).\u00a0<\/li>\n\n\n\n<li>If the option is available, click on\u00a0\u201cSend a new code\u201d\u00a0on the login screen.\u00a0<\/li>\n\n\n\n<li>If the problem persists, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"the-verification-code-that-i-received-by-email-does-not-work-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          The verification code that I received by email does not work.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Check the following:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Make sure\u00a0that you\u00a0have correctly entered the six-figure verification code.\u00a0<\/li>\n\n\n\n<li>Make sure that you have entered the last code received.\u00a0A code stops working when you request a new code.\u00a0<\/li>\n\n\n\n<li>If the option is available, click the\u00a0\u201cSend a new code\u201d\u00a0button on the login screen.\u00a0Note that a code is valid for\u00a0only\u00a010 minutes.\u00a0<\/li>\n\n\n\n<li>If the problem persists, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"the-verification-code-from-my-authentication-app-does-not-work-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          The verification code from my authentication app does not work.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Check the following:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>See if your authentication app is properly configured.\u00a0<\/li>\n\n\n\n<li>If your authentication app is connected to several secure accounts, make sure that you\u00a0use\u00a0the verification codes generated for the Order&#8217;s account (named CPAQCPROD).\u00a0<\/li>\n\n\n\n<li>If you have used the same code more than once, wait for a new code to be generated before trying again.\u00a0Each code can be used only once.\u00a0<\/li>\n\n\n\n<li>If the problem persists, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"i-received-an-unsolicited-verification-code-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          I received an unsolicited verification code. What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p><a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">Contact us<\/a>\u00a0as soon as possible.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n\n\n\n<h3 class=\"wp-block-heading\">Account-related problems<\/h3>\n\n\n<section class=\"block-accordions-group accordion-container aligndefault wp-block-vortex-blocks-accordions-group\">\n  \n\n<div id=\"my-account-is-locked-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          My account is locked.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>Your account may be temporarily locked.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you have reached the limit on\u00a0attempted\u00a0logins, please try again later.\u00a0<\/li>\n\n\n\n<li>You can click \u201cFirst login or forgot your password?\u201d\u00a0to reset your password.\u00a0<\/li>\n\n\n\n<li>If the problem persists, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"an-error-message-says-that-my-account-cannot-be-found-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          An error message says that my account cannot be found.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<ul class=\"wp-block-list\">\n<li>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.\u00a0<\/li>\n\n\n\n<li>Check that you have correctly entered your email address (no typos).\u00a0<\/li>\n\n\n\n<li>If the problem persists, please\u00a0<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/#coordonnees\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>.\u00a0<\/li>\n<\/ul>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n\n\n<div id=\"when-i-was-creating-my-client-account-i-received-an-error-message-stating-that-an-account-with-that-email-address-already-exists-what-should-i-do\" class=\"accordion ac\" data-open-by-default=\"false\">\n  <div class=\"accordion__accordion\">\n    <button class=\"accordion__header-row accordion-toggle ac-header ac-trigger\">\n      \n      <p class=\"accordion__header__title\">          When\u00a0I was\u00a0creating my client account,\u00a0I received\u00a0an error message\u00a0stating\u00a0that an account with that email address already exists.\u00a0What should I do?\u00a0      <\/p>\n      <span class=\"accordion__header__icon\" role=\"presentation\">\n          <span class=\"plus\"><\/span>\n      <\/span>\n    <\/button>\n    <div class=\"accordion__sub-rows wysiwyg ac-panel\">\n      \n\n<p>To recover your account, click \u201cFirst login or forgot your password?\u201d\u00a0and follow the steps.\u00a0<\/p>\n\n    <\/div>\n  <\/div>\n<\/div>\n\n<\/section>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"notification-message aligndefault notification-message--question notification-message--outline\"\n>\n   \n\n<p class=\"is-style-intro\" id=\"questions\">Questions?\u00a0<\/p>\n\n\n\n<p>If you&nbsp;experience&nbsp;problems or&nbsp;have&nbsp;any other questions about two-factor authentication, contact us at 514\u202f288-3256 or 1\u202f800\u202f363-4688 between\u202f8:30 a.m. to 4:30 p.m., or write to us at\u202f<a href=\"https:\/\/cpaquebec.ca\/fr\/identification\/faq-authentification-a-deux-facteurs\/info@cpaquebec.ca\" target=\"_blank\" rel=\"noreferrer noopener\">info@cpaquebec.ca<\/a>.&nbsp;<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The Order\u2019s websites have a\u00a0new login method.\u00a0You must now log in with your contact email address to gain access to&hellip;<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":1552,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-16714","page","type-page","status-publish","hentry"],"pp_statuses_selecting_workflow":false,"pp_workflow_action":"current","pp_status_selection":"publish","pp_force_visibility":null,"pp_subpost_visibility":null,"pp_inherited_force_visibility":null,"pp_inherited_subpost_visibility":null,"acf":[],"publishpress_future_action":{"enabled":false,"date":"2026-06-06 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