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Identity Proofing FAQs

Identity Proofing

What is Identity Proofing?
Identity proofing is the process of verifying your identity with Exostar, by either answering credit bureau-based questions, or undergoing live video proofing with a proofing agent via webcam.


Why is personal information required when activating credential?

The purpose of the personal information is to validate your true identity.


Will anything change on my credit report if I decide to activate my credential by answering credit bureau-based questions and will it affect my credit rating?

No, A soft inquiry is placed on the report and is only available to you and Exostar. This does not affect your credit score or your ability to borrow. Please note credit bureau-based questions are only available to users located in the United States.


Is any personal information saved or stored from the credit bureau-based identity verification (Social Security Number, Date of Birth and Personal Contact Information)?

No, this information is not stored or saved by Exostar. If you are answering credit bureau-based questions, the credit bureau already possesses this information and is using it solely as matching or search criteria.


Who can complete live video proofing?

Users located internationally must complete live video proofing (also known as webcam proofing). Users located in the United States may be required to complete live video proofing.


Why was I directed to the mail option during my OTP activation process?

If you do not answer the questions correctly during the credit bureau-based questioning, but Experian can locate you, you will receive your activation code via postal mail in four business days.


What if I don't have a webcam and must have one to complete the identity verification process?

We recommend obtaining a webcam at the most affordable option to be proofed. Webcams are commonly available online for less than $25.00. Please view the Live Video Proofing Resource section for additional information.



Mobile ID

Why do I need to use Mobile ID?

Due to the sensitivity of the transaction you are conducting, such as prescribing a controlled substance electronically, or Exostar system you are accessing, such as systems with sensitive defense information, private healthcare information, company confidential intellectual property, etc., you are required to use Multi-Factor Authentication so Exostar has greater assurance it is really you, than if you only used a password.


What are the benefits of using Mobile ID?

The Authy™ app provides users with One Touch authentication capability. This means you can log in to Managed Access Gateway (MAG), prescribe a controlled substance with ProviderPass, MAG or SAM without entering an OTP code every single time.


Unlike the SMS/Voice OTP service, or OneTouch, 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.


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 registered apps.


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

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


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

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


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 use Soft OTP Token mode.  MAG and SAM users, if you have already requested OneTouch authentication, click the small X button next to the progress bar within the MAG or SAM logon page.  Next, on your mobile device, click the No Mobile Connection link in the Authy™ app.  Type the six or eight digit code displayed on the screen of your mobile device into the MAG or SAM logon page 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.


I did not receive the link to install or register Authy via SMS message, what can I do?

SMS is a best effort protocol, meaning your carrier will do its best effort to deliver the message. Sometimes, due to high network traffic or spam filters, you will not receive the text message. There are alternatives you can try:

    • To install: Open http://www.authy.com/install on your phone’s browser. This will redirect to Authy’s app for your phone.  Simply install it and configure it. Make sure you register the app using the same phone number as you have in the Exostar service.

    • To register: If SMS messages are not arriving, try receiving the code via a phone call.


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

Once you have completed the activation and registration process, you will see a success message on the screen within MAG, SAM, or your EHR system.


What do 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 have confirmed Allow Notifications is turned on, ensure all apps are closed on your device. Click One Touch to try again.


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 IAM Platform (MAG or SAM).


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 IAM Platform (MAG or SAM).


What should I do if I have no Internet connection?

If you do not have an Internet connection, you can use the Soft OTP option to manually enter the code from your mobile device.


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

If you failed to approve or deny from your mobile device within the allotted time frame, you can generate a new OTP code using One Touch by clicking One Touch from your Exostar IAM Platform (MAG or SAM) account. The ability to automatically approve or deny will be presented again. However, you can always manually enter the soft OTP code displayed within the Authy™ app into the Soft OTP field in your Exostar IAM Platform account.


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.

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.


OTP Hardware

How do I resync/unlock my OTP Hardware Token?

Before performing any of these actions, please ensure your system meets our System Requirements. Our System Requirements can be found here.

Please follow these steps to unlock/reactivate your OTP Hardware Token:

Step 1.  Go to https://portal.exostar.com using Internet Explorer.

Step 2.  Log on to your Exostar MAG account using User ID and Password only.  If prompted for OTP Token code, please click Skip OTP.

Step 3.  Select My Account.

Step 4.  Select Manage OTP.

Step 5.  Click View Details.

Step 6.  Click Resync.

Step 7.  Press the button on the front of the token to generate a digital password.  Enter this number into the One-Time Password One field.  Wait 30 seconds.

Step 8.  Press the button on the token to generate a second digital password.  Enter this number into the One-Time Password Two field.

Step 9.  Click the Resync button.


Possible Error Messages:

Your token is outside of the re-activation window. Contact Exostar Customer Support to reset your token.

NOTE:  If you receive this error message or require further assistance, please contact Customer Support.


I am receiving an OTP Hardware Token replacement, do I need to do anything?

You need to revoke your existing OTP Hardware Token before activating your new token. We recommend that you revoke your token 24 hours prior to activating your new token.


The battery died on my OTP Hardware Token, can I be issued a new token?

You need to purchase a new token if the token purchase is outside of the 45 day warranty period. Please note that the battery should last for a period of three to five years depending on the number of times you use your token.


My OTP Hardware Token displays an Err message. I am unable to access my application. What should I do?

If your token shows Err or the numbers on the screen are ineligible, you will require a new token. Please note that an OTP Hardware Token is covered under warranty for 45 days from the date of your purchase.


What should I do if the numbers on my OTP Hardware Token don't display correctly?

You will require a new token.  Please review the Warranty FAQs section below to verify if your token is under warranty.


Will I receive a new OTP Hardware Token when I complete renewal?

No, a new OTP Hardware Token is not issued.


Is there an OTP Hardware Token User Guide?

Yes, please reference the guide here.

NOTE: For OTP Hardware Token troubleshooting assistance, please reference pages 43-45.


Phone OTP

How many telephone numbers can I register on my account if I am using Phone OTP?

You can register up to three telephone numbers.


How do I add additional telephone numbers to my account?

You must be logged in with your Phone OTP credential to add additional telephone numbers.

Step 1.  Log into your Exostar Managed Access Gateway (MAG) account with your Phone OTP credential.

Step 2.  Click the My Account tab and then Manage OTP.

Step 3.  From the Manage OTP section, click View Details.

Step 4.  Click Add Phone.

Step 5.  Select Delivery Method and enter phone number in Phone Number and Confirm Phone Number fields.

Step 6.  Click Send Code.  A verification code is sent to the selected delivery method.

Step 7.  Enter verification code in Verification Code field then click Submit to complete.


How do I change the telephone number registered to my account?

You are required to add a telephone number as new and delete the previous number. 

NOTE:  You must be logged in with your Phone OTP credential to add telephone numbers.


Purchase and Renewals

How much does an OTP credential cost?

Pricing information is located on Exostar's Webstore.  The webstore can be accessed from Billing and Support in your Exostar Managed Access Gateway (MAG) account.


How do I obtain an OTP credential?

Please access the applicable purchase page:


Before completing a purchase, please ensure that you will have access to the application that requires the credential.

    • Secure Access Manager (SAM) Users: Once the Mobile ID service is added to SAM, users can add the credential if they are subscribed to a qualifying Level 3 application.  The credential buyer established for your SAM organization will be billed.
    • ProviderPass Users: Please contact your EHR Vendor to learn how to add Exostar Mobile ID to your account.


I have completed a purchase and have received a purchase confirmation email for an OTP credential. What happens next?

The purchaser will receive the license key via email once payment has been received. It can take up to five business days for the hardware token to be delivered.


How do I get a license key to activate my OTP credential?

The license key is generated once a purchase has been completed and payment has been received. The license key is sent to the purchaser. If you were not the purchaser, you will need to work with them.


Why does a fee have to be paid every year for the credential?

It is an annual subscription fee.


Why am I unable to renew my OTP credential subscription after completing a purchase?

You will need to ensure that your purchase was for a renewal and not for a brand new OTP credential. Additionally, if you have purchased a renewal using an invoice, payment or a signed PO is required before the credential is renewed. If you have questions, please contact Exostar Customer Support.


How do I add the Identity Proofing Upgrade to my existing OTP credential (Exostar Mobile ID, Phone OTP or OTP Hardware Token)?

Please select the Proofing Upgrade option after selecting your product and partner from Exostar's Webstore.  If you have an existing Exostar IAM Platform (MAG) account, you can complete a purchase after logging into your account.  Please visit Identity Proofing for instructions.


What if i receive an 'Object Error' when adding an item to the shopping cart?

You may receive "Object Error" when attempting to add an item from the webstore to your cart.  This error may occur due to a JavaScript issue in Internet Explorer.  Follow the steps below for resolution.


Internet Explorer 8

Step 1.  Click OK on the Object Error.

Step 2.  Click the Tools menu item at the top of the page, then the Developer Tools option.

Step 3.  A panel appears at the bottom of the page.  Document Mode is listed as a menu item in the panel. Ensure Internet Explorer 8 is selected as the document mode.  

Step 4.  The page refreshes and you should now be able to add the item to your cart.


Internet Explorer 9, 10, 11

Step 1.  Click OK on the Object Error.

Step 2.  Click the Gear icon in the upper right corner of your browser window, then click F12 Developer Tools.

Step 3.  A panel appears at the bottom of the page.  In the column on the left side of the panel, scroll down to the bottom-most Icon and click it.  You will a page labeled Emulation.

Step 4.  Change the first item on the menu, "Document Mode," to the highest value available (likely 9 or 10).

Step 5.  The page refreshes and you should now be able to add the item to your cart.


Refund and Warranty

Are refunds available for OTP products?

    • Exostar Mobile ID:  Refund requests for Exostar Mobile ID subscriptions that have NOT been activated must be received within 30 days from the purchase date. Requests for refunds that are received later than 30 days from the purchase date or for licenses which have been used will NOT be accepted.
    • OTP Hardware Tokens:  Refunds for the purchase price of the token (excludes shipping) can be issued for OTP Hardware tokens for a period of 15 days from the date of purchase for tokens that have NOT been activated.
    • Phone OTP:  Refund requests for Phone-Based OTP subscriptions that have NOT been activated must be received within 30 days from the purchase date. Requests for refunds that are received later than 30 days from the purchase date or for licenses which have been used will NOT be accepted.


How do I request a refund for my OTP credential?

To request a refund, please contact Exostar Customer Support to open a refund request.  Exostar Customer Support will provide instructions for returning OTP Hardware Tokens to Exostar. Upon receipt, Exostar will determine whether the OTP token was activated and whether it can be returned to stock. If the OTP Hardware Token is valid, contains no errors, has not been activated and is within the 15 day refund period, a refund will be provided for the amount of the purchase price of the token (excludes shipping).


Is there a warranty for OTP Hardware Tokens?

The warranty period for OTP Hardware is 45 days from the date of purchase. Exostar warrants that your token will materially conform to the specifications furnished with your token. If Exostar determines that your token fails to conform to the warranty, a replacement token will be sent to you at no cost. If Exostar determines that your token fails to conform to the warranty but is outside the warranty period, a replacement token can be purchased at the original price.


The battery died on my OTP Hardware Token, can a new token be issued?

You are required to purchase a new token if it’s outside of the 45 day warranty period. Please note that the battery should last for a period of three to five years depending on the number of times you use your token.


Troubleshooting

Do I always have to use my OTP credential to access my application(s)?

If the application requires the credential, you need to log into your Exostar MAG or SAM account with it.

You receive a Login Requirements Not Met message when accessing applications secured behind MAG that require an OTP credential and you have not logged in with your registered credential.


How do I know if I have successfully logged in with my OTP credential?

Once you have logged into your MAG or SAM, the credential strength (located in the upper, right hand corner of the page) displays Exostar Mobile IDPhone OTP or OTP Hardware depending on what credential you have logged in with.


I didn't use my OTP credential to log into my Exostar MAG account.  What do I do?

If you have registered your credential and did not enter the OTP code when completing login, please follow the steps below.

Step 1. From the Home dashboard view, click My Account

Step 2. Click the Manage OTP sub-tab.

Step 3. From the Manage OTP section of the page, click Elevate.

Step 4. Follow the steps to complete login.

Step 5. The credential strength (located in the upper, right hand corner of the page) transitions from username and password to the registered OTP credential type (e.g. Exostar Mobile ID, Phone OTP or OTP Hardware).


My OTP credential has been lost or stolen. What do I do?

We recommend suspending the credential. However, if you are sure that it is lost or stolen, please revoke the credential.


I am not prompted to authenticate with my OTP credential.  What do I do?

The credential may have been suspended. If you are unable to unsuspend the token, please work with your account's Organization Administrator. If they are unable to unsuspend the token, please contact Exostar Customer Support. If the credential is not suspended, the credential may require renewal.


What if i receive an 'Object Error' when adding an item to the shopping cart?

You may receive "Object Error" when attempting to add an item from the webstore to your cart.  This error may occur due to a JavaScript issue in Internet Explorer.  Follow the steps below for resolution.

Internet Explorer 8

Step 1.  Click OK the Object Error.

Step 2.  Click the Tools menu item at the top of the page, then the Developer Tools option.

Step 3.  A panel appears at the bottom of the page.  Document Mode is listed as a menu item in the panel. Ensure Internet Explorer 8 is selected as the document mode.  

Step 4.  The page refreshes and you should now be able to add the item to your cart.

Internet Explorer 9, 10, 11

Step 1.  Click OK on the Object Error.

Step 2.  Click the Gear icon in the upper right corner of your browser window, then click F12 Developer Tools.

Step 3.  A panel appears at the bottom of the page.  In the column on the left side of the panel, scroll down to the bottom-most Icon and click it.  You will a page labeled Emulation.

Step 4.  Change the first item on the menu, Document Mode, to the highest value available (likely 9 or 10).

Step 5.  The page refreshes and you should now be able to add the item to your cart.


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