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Mobile ID FAQs

Benefits of Mobile ID

Why do I need to use Mobile ID? What are the benefits?

Due to the sensitivity of transactions you conduct, you are required to authenticate using the Multi-Factor Authentication (MFA) technology. Mobile ID ensures that it is really you who initiates these transactions. Exostar Mobile ID offers the following important benefits:

  • One Touch Authentication Capability: The Authy™ app provides users with One Touch authentication capability. This means you can authenticate directly from your app, without entering an OTP code every single time.
  • Ability to authenticate without Internet Connection: The Authy™ app’s Soft OTP Token mode can be used when your mobile device is offline, and you do not have to carry a special Hardware OTP token. If you do not have an Internet connection, use the Soft OTP option and manually enter the code from your mobile device.

Phones & Tablets Compatibility 

What types of phones and tablets can I use for Mobile ID?

Authy™ can be used on any Apple or Android smartphone or tablet, and a Google Chrome plugin can be used with Chrome on Windows, OSX, and Linux.  The primary device on your Authy™ account must be a mobile telephone with the phone number you used to register your app.

Register a Phone Number

Can I register multiple phone numbers to the Mobile ID service?

No, you can only register one phone number to the Mobile ID service.

App Download

When should I download the Authy™ app to my phone?

You may download the Authy™ app and register your phone number with the Authy™ service at any time.  If you have not yet downloaded the Authy™ app when registering for Exostar Mobile ID, you receive an SMS message with the link to download the app to your mobile phone.

Setup Confirmation

How do I know if my account is successfully set up and bound with the Authy™ app on my phone?

Once you complete the activation and registration process, a success message displays on the screen within MAG, SAM, or your EHR system.

Backup Password

Why is Authy asking me to enable a backup password?

Authy asks you to enable a back-up password if you have Authy installed on multiple devices, or are using it for multiple services. It is optional to set up a back up password.

OTP Code Expired

What should I do if my OTP code expired when using One Touch?

If you fail to approve or deny from your mobile device within the allotted time frame, generate a new OTP code using One Touch. Simply click One Touch from your Exostar MAG or SAM account. The ability to automatically approve or deny presents again. You can also manually enter the soft OTP code (displayed in the Authy™ app) into the Soft OTP field in your MAG or SAM account.

I did not receive the SMS message with link to install or register Authy. What should I do?

Sometimes, due to high network traffic or spam filters, you will not receive the text message. Follow the steps below to install the app and to register:

    • To install the app, open on your phone’s browser. This redirects to Authy’s app for your phone.  Simply install and configure it. Register the app using the same phone number you used to register for Exostar's Mobile ID service.

    • To register: If you do not receive SMS messages, request the code to be sent via a phone call.

Not Receiving One Touch Requests

I am not receiving OneTouch requests on my mobile device. Can I still login?

Yes, if you are having trouble getting online with your mobile device, you can use the Soft OTP Token mode. Follow the steps below to log in using Soft OTP:

Step 1.  If you already requested OneTouch authentication, click the small X button next to the progress bar within the Mobile ID logon page in MAG. 

Step 2.  On your mobile device, click the No Mobile Connection link in the Authy™ app. 

Step 3.  Type the six or eight digit code displayed on the screen of your mobile device into the Mobile ID logon page in MAG to authenticate. 

ProviderPass users, refer to your EHR vendor’s support materials to determine how to cancel an existing eRx request, and use Soft OTP mode instead.  If you have additional questions or issues, please contact Exostar Customer Support.

Not Receiving Push Notifications

What should I do if I am not receiving push notifications?

If you are using the One Touch option, and are not receiving push notifications to your mobile device, ensure Allow Notifications is set to Allow in your mobile device settings. If you confirmed Allow Notifications is turned on, ensure all apps are closed on your device. Click One Touch to try again.

No Code in the App

There is no code displaying in the Authy™ App.  What should I do?

If the app is not generating a code, close the app and reopen it. If this does not resolve the issue, uninstall the app from your phone, and reinstall it from the mobile app store.  Exostar Mobile ID will not be deleted from the app when you uninstall. Upon reinstallation of the app, you will see Exostar Mobile ID for Exostar’s MAG or SAM Platform.

Public Key Error

I am receiving Public Key Error.  What should I do?

If you receive a Public Key error in the Authy™ app, please uninstall the app from your phone, and reinstall it from the mobile app store. Exostar Mobile ID will not be deleted from the app when you uninstall. Upon reinstallation of the app, you will see Exostar Mobile ID for Exostar’s MAG or SAM Platform.

Not Receiving the Approve/Deny Prompt

What should I do if I am unable to automatically approve/deny after clicking One Touch?

If you are not automatically prompted to Approve or Deny after clicking One Touch, you can approve or deny from the app. It can take up to 30 seconds to receive the option. To approve or deny from the app:

Step 1.  Go to the Authy™ App on your mobile device.

Step 2.  Click Requests (upper, left corner of app).You will see the status of Pending, Accepted and Denied requests. Click Pending.

Step 3.  If the code has not expired, click Approve me to authenticate.

Step 4.  Click Approve or Deny.

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