Attention: State and FA Ops (GDIT) Users (Action Required) Reminder: Multi-Factor Authentication for NCTracks Ops Portal

Beginning December 2, 2018 you will be required to use a stronger authentication method (Multi-Factor Authentication (MFA)) to access your secure NCTracks account. During each subsequent log in, after entering your username and password, you must authenticate your identity either by receiving a call to your provided number and pressing pound (#), or via the MFA Mobile App.

If you have already completed MFA registration, we thank you. If not, your action is required now.

The deadline to enroll on the State MFA Portal for second factor authentication has been extended to December 1, 2018. Users can register anytime (even after December 2), but they will not be able to login to NCTracks after December 2 until they register. To register, users must select a method of second factor authentication (either phone call or App verification) and follow the instructions on the website.

If second factor authentication fails, NCTracks will route the user back to the login page with an error message directing them to contact the Delegated Administrator or call the North Carolina Department of Information Technology (DIT) Help Desk at 919-754-6000 for assistance.

Users who have not completed the MFA set up process before December 2, 2018 will be unable to log into NCTracks (until they register.) An error message such as “There was a problem with your second factor authentication. Please review the error and attempt to correct the issue, contact your Delegated Admin or call the DIT Help Desk at 919-754-6000 or 1-800-722-3946,” will be received.

Note: A brand new user will get an error message the first time they log into NCTracks. The user will need to wait 60 minutes before they can register with the DIT MFA website. Once registration is completed, they can then log into NCTracks again.

Please note that unregistered user will see one of the following two error messages when attempting to log in:

If the user has never before used NCTracks, the following error message will be received:

• There was a problem with your second factor authentication (MFA). If you are first time NCTRACKS user, please wait for 60 minutes then go to https://mfaportal.nc.gov/nctracksmfa/ and register for your second factor authentication preferences. If you need further assistance contact your Delegated Administrator or call the DIT Help Desk at 919-754-6000 for assistance.

If the user is an existing user who did not register for MFA, the following error message will be received:

• There was a problem with your second factor authentication (MFA). Please go to https://mfaportal.nc.gov/nctracksmfa/ and register for your second factor authentication preferences. If you need further assistance contact your Delegated Administrator or call the DIT Help Desk at 919-754-6000 for assistance.

This change will be implemented in phases, of which State and Operations (GDIT) Users are the first. Later phases will apply to providers and recipients. (Phase 1 includes MFA for State and/or Fiscal Agent stakeholders; Phase 2 will include provider stakeholders; and Phase 3 will include recipient stakeholders.)

Call Center and Pharmacy Prior Approval staff will be able to bypass the MFA when they are connected to the GDIT physical network (not VPN F5).

Please refer to the MFA Registration Quick Reference Guide for instructions for registration and more information. A Job Aid is also available under Quick Links on the public Operations portal home page.