When trying to enable the Automatic Claim Status Updates feature in our mobile app, you might receive an “invalid credentials” error message, even if you are entering the correct login credentials for your insurance company's website.
This might be happening because you have enabled Multi-Factor Authentication (MFA) on your insurance company's website. MFA is a layered approach to securing data and applications, where a system requires a user to present a combination of two or more credentials to verify a user’s identity for login. This could be a set of security questions, or a code sent to your phone or email.
In order to connect your account to your insurance company's system for Automatic Claim Status Updates, you will need to adjust the MFA settings on your insurance company's website such that it does not send a code to your phone or email. If available, you should configure it to use security questions instead.
The process is generally the same for each insurance company, but where you will find the settings and what they are named could vary.
- Navigate to the Settings page of your insurance portal (must be logged in)
- Find the page named Security & Privacy (or something similar)
- Adjust your MFA settings
Examples below of what it may look like: