Important to know:
To manage and reset multi-factor authentication (MFA) settings, go to your profile icon at the top right of the navigation bar > My account.
Setting up MFA for your account is mandatory and needs to be completed within 30 days of your first login.
Only one authentication method can be used at a time. It can be reset at any time.
We recommend using the SiteMinder mobile app for MFA. It’s the easiest and most secure option.
Each person using the SiteMinder platform must have their own account with a unique e-mail address. MFA will need to be set up for each user account. User accounts/e-mail addresses cannot be shared among multiple user accounts. This complies with Payment Card Industry Data Security Standards (PCI DSS) and data protection laws such as the General Data Protection Regulation (GDPR).
Overview of multi-factor authentication (MFA)
Multi-factor authentication (MFA) is an extra layer of security that helps to prevent unauthorised access and protect sensitive guest and property data. When logging into your account, the first step is to enter your e-mail address and password. The second step involves authenticating with a one-time password.
You can receive your one-time password through one of these methods:
SiteMinder mobile app — our recommended method. Authenticate by matching a unique number and using biometric login (face or fingerprint recognition).
Authenticator app — use a third party app like Authy, Google Authenticator, or Microsoft Authenticator.
💡 For newly activated accounts, you will need to set up MFA after logging in. Then, a one-time password will be required during login:
every 30 days;
when using a new browser or incognito;
when using a new device;
after clearing your browser’s cookies.
Set up multi-factor authentication (MFA) with the SiteMinder mobile app
To set up MFA with the SiteMinder mobile app, follow the steps below:
Step 1
Download the free SiteMinder mobile on the Apple App Store or Google Play Store. Scan the QR code or search ‘SiteMinder’ on the App Store or Play Store.
Step 2
Log in to your SiteMinder account with your e-mail address and password.
Step 3
You will be prompted to set up multi-factor authentication. Click on Secure my account with SiteMinder and follow the on-screen instructions.
Step 4
In your SiteMinder mobile app, tap on Use this device for MFA. Allow access to biometric login (face or fingerprint recognition) by tapping on Enable now.
💡 If you don’t want to use biometric login, you will need to use an alternate method of authentication.
Once you have enabled biometric authentication, you will get a confirmation that MFA has been set up. You will then be taken to your SiteMinder mobile app dashboard and will be automatically logged in on your browser.
Set up multi-factor authentication (MFA) with an alternate authenticator app
To set up MFA with alternate authenticator app, follow the steps below:
Step 1
Log in to your SiteMinder account with your e-mail address and password.
Step 2
You will be prompted to set up multi-factor authentication. Click on Alternate authentication options.
Step 3
Select Authenticator app and click Next.
Step 4
On the login page, enter the code sent to your authenticator app. You will then be automatically logged into your SiteMinder account.
If you have set up MFA using an authenticator app, do not delete the app, or you will need to reset MFA and go through the setup again.
Reset multi-factor authentication
You might want (or need) to reset your MFA in the following situations:
You want to change how you receive your one-time password.
You are replacing your current device with a new one.
Access to your phone or device has been lost.
You have deleted your authenticator app.
Your phone has been restored to its factory settings.
If you know you will lose access to the device that MFA is set up on, make sure you reset MFA first. To reset MFA, you will need to do one last verification with your current method.
If you have access to your current authentication method, you can reset MFA by following the steps below:
Go to your profile icon > My account.
Click on the Reset button.
Complete one last verification with your current authentication method.
Follow the steps on the screen to finish resetting MFA.
If you can no longer log in to your account, please contact our support team to reset your multi-factor authentication method.
How to log in to your account with MFA using the SiteMinder mobile app
On your desktop device, log in with your e-mail address and password.
You will see a number on the multi-factor authentication screen. You will need to select this number in the SiteMinder app.
You will receive a notification on your mobile device asking to authorise the sign in. Open the notification.
Log in to your account in the SiteMinder mobile app, select the correct number and complete the biometric login (face or fingerprint recognition).
You will then be taken to the mobile app dashboard and logged in successfully on your desktop device.