Using the Your Authenticator Page
The Your authenticator page is where you look after the authenticator app you use to sign in to ABM Service in a browser. Open it from the menu: select Authenticator on the row under your name, beside Sign out. It shows whether you have an authenticator set up, lets you set one up, and, when your company allows it, lets you turn yours off.
How do I open the Your authenticator page?
Open the menu and select Authenticator, which is on the row under your name at the bottom of the menu, beside Sign out. The Your authenticator page opens in the same browser tab, and Back to the application at the bottom of it returns you to the screen you came from.
- Open the menu from the screen you are on: Menu on the Home screen, or Navigation menu at the top of the filter rail on the Calls, Customers and Scheduler screens.
- Select Authenticator under your name at the bottom of the menu. The Your authenticator page shows loading… for a moment, and Reading where things stand… each time it checks again after a change.
- Select Back to the application on the Your authenticator page when you have finished.
You only see Authenticator in the menu when both of these are true:
- your company uses authenticator apps, because your system administrator has set them to optional or required; when they are off, there is no trace of them in the menu;
- you signed in to ABM Service in a browser. The ABM Service desktop app has no Authenticator entry and never asks for a code.
If you open the Your authenticator page from a bookmark while you are not signed in, ABM Service asks you to sign in first and then opens the page.
Warning: Save your work before you select Authenticator in the ABM Service menu. The Your authenticator page replaces the application in that browser tab, so unsaved changes on any screen you have open there, a call or a customer included, are lost. If your browser asks whether you want to leave the page, stay, go back to the screen and save first; Back to the application does not bring unsaved changes back.
What does the Your authenticator page tell me?
The Your authenticator page shows your authenticator in one of three states, in a line under the page's heading, with a sentence explaining it.
- Set up on followed by a date: you have an authenticator app set up, since that day. The page adds You are asked for a code when you sign in on a new browser, or after signing out — not every morning. Under it you see Turn it off when your company allows that, or a sentence saying your company requires an authenticator.
- Not set up: you have no authenticator app for this company. When authenticator apps are optional, the page says Set one up and you will be asked for a code from your phone when you sign in. When they are required, it says This company requires one: you will be asked to set one up at your next sign-in. Either way, a Set up button starts setting one up now.
- Needs setting up again: you had an authenticator, but this server cannot read the secret your phone shares with it, because ABM Service moved to another server or its database was restored elsewhere. Select Set up and scan the new square, and you are back as you were.
The page only describes your own authenticator for the company you are signed in to. If you work for more than one company, each company's ABM Service has its own Your authenticator page.
If the Your authenticator page says There is nothing to set up here. This page is out of date — load it again., your company's setting changed while the page was open, for example authenticator apps were switched off. Reload the page to see where things stand now. If the page cannot read your authenticator at all, it shows the reason and a Try again button.
How do I turn off my authenticator app?
When your company has made authenticator apps optional, you can turn yours off on the Your authenticator page with Turn it off. ABM Service asks for a current code from your app first, so that nobody passing an unlocked screen can turn it off for you.
- Open the menu and select Authenticator under your name.
- Select Turn it off on the Your authenticator page. A Your current code box appears.
- Type the six-digit code your authenticator app is showing now.
- Select Turn it off under the box. It reads Turning it off… while the code is checked.
The page then says Your authenticator is turned off. You will not be asked for a code. and shows Not set up. You can delete the ABM Service entry for this company from your authenticator app.
If you change your mind, select Keep it instead, and nothing changes.
If the code is refused, the page says That code was not accepted. Check your authenticator app and type the code it is showing now. Type the current code and try again. A wrong code is answered after a short wait that grows with each wrong code.
Turning it off keeps you signed in. It only changes what happens the next time you sign in.
Why can't I turn off my authenticator app?
If there is no Turn it off button on the Your authenticator page, your company requires an authenticator app for everybody. The page says This company requires an authenticator, so this one cannot be turned off. Only your system administrator can change that requirement, for the whole company.
If your company's setting changes to required while you are on the page, Turn it off is refused with This company requires an authenticator, so yours cannot be turned off.
When authenticator apps are required and you need a new phone, or have lost yours, ask your system administrator to reset your authenticator. At your next sign-in, after your password, ABM Service takes you to set one up again on the new phone.
When they are optional and you still have the old phone, you can move to a new phone yourself: select Turn it off with a code from the old phone, then select Set up and scan the new square with the new phone.
There is no replace button: moving phones is always turning the old one off and setting a new one up, or your system administrator's reset. Set up only appears when you have no authenticator, or when yours needs setting up again.