Article ID: 83425
Article Type: Frequently Asked Question
Last Modified:
In our commitment to providing a secure and reliable experience, Starting Monday July 29th 2024, Commvault will implement Two-Factor Authentication (2FA) for access to all customer resources, including the support portal, expert documentation site, community, and cloud portal via sso.commvault.com. Commvault is committed to safeguarding customer environments and data from threats and bad actors, and as additional functionality is built into our cloud site, it is imperative that to provide additional safeguards to protect customer data. This article will discuss the change and provide answers to commonly asked questions about the change.
Multi-Factor Authentication (MFA) is a security process that requires users to provide two verification factors to gain access to a resource. In this case, upon login you will be sent an email to the email address associated with your login/profile to verify ownership. Upon login, you can access all commvault sites for a period of time before the login expires and you will be required to re-authenticate.
This article will cover frequently asked questions as well as solutions to common issues.
Q: Why is email the only 2FA option? A: To ensure secure access using authorized corporate email addresses, email is the only MFA option. SMS or mobile-based MFA is not as secure due to potential ties to personal mobile devices.
Q: I'm having trouble with 2FA or receiving the 2FA email, can I contact customer support A: Commvault Customer support cannot assist with 2FA issues, instead a separate dedicated support team can help resolve your issues if the information in this article does not resolve the issue. Please read through the common issues and then locate the support alias at the bottom of this article.
Q: Are there other MFA options available? A: Yes, we also allow Commvault AAD B2C authentication. This allows customers to use their Microsoft AD credentials for SSO. Authentication is delegated to the customer's Microsoft AD account. For those interested, instructions for setup can be provided using the technical support email alias below. We are considering additional options to be added in the future.
Q: I am not Receiving the 2FA Verification Code Email A: Please take a moment to review your Spam/Junk folder to confirm that the messages are not being routed there. The sender of the verification code emails is NoReply@commvault.com and the subject will be “Commvault Verification Code”. If you cannot locate the message in your junk/spam folder, please reach out to the team that manages your organization’s email servers/services for further assistance. Pass along the sender and subject for the verification code messages to assist them with trying to locate the message.
Q: I am using a login that is an email address (or is tied to an email address) that is not valid or I do not have access to. A: Please reach out to your organization’s administrator who configured / provided these credentials, request that they assign you credentials that implement your valid email address. If the team member who is the designated Parent Account owner / User Profile Administrator is no longer part of your organization, please reach out to the Customer Support Portal User Administration Assistance team via the email address below.
Q: The verification code has expired by the time the email is received in my mailbox A: The code contained in the 2FA email automatically expires after 15 minutes. If you are unable to receive the code in a timely manor, forward the verification code email as an attachment to the team that manages your organization’s email servers/services and ask them to perform a trace on the message to determine where the delay in delivering the message to your mailbox occurs.
If you are unable to resolve these issues, there are specific contact points depending on your situation.
If there is a technical issue receiving your 2FA access code, contact mfaassistance@commvault.com with the following information:
If you need help updating your email address for the support portal or need assistance locating your parent account owner, contact supportportal_admin@commvault.com and provide the following details: