You might not be able to access your partner application because your credential needs to be activated. Specifically, this applies to such credentials as Phone OTP, OTP Hardware Token, and Exostar Mobile ID. Activation ensures your credential is attached to a specific MAG account. To activate your purchased credential:

Step 1.  Log into into your MAG account, and navigate to the My Account tab.

Step 2.  Click the Manage OTP sub-tab.

Step 3.  Click Purchase/Register link. You are redirected to the Credentialing page.

Step 4. Select the Get/Activate credentials radio button.

Step 5. Click the hyperlinked I have a license key, enter the license key, and click Activate. Follow the prompts to complete the activation and to register a phone number to your MAG account.

If you cannot access your application, and receive the Login Requirements Not Met message, double-check with your partner to see what kind of credential they require for the access to your specific application. If you need a stronger credential or an upgrade to your credential in the form of Identity Proofing, follow the steps below to complete your purchase:

Step 1.  Log into your MAG account, and navigate to the My Account tab.

Step 2. Click the Manage OTP tab, and select the purchasing option that addresses your credentialing situation. Scroll down and use the available buttons to either purchase a new credential, or add the proofing upgrade to your active credential.

If your credential is expired, and you receive the Login Requirements Not Met message, please follow these steps to complete your credential renewal:

Step 1.  Log into your MAG account, and click Billing and Support located in the upper right corner.

Step 2.  To renew expired credentials, click Subscription Renewals from the blue banner (top of page).

Step 3.  Select the product from the drop-down menu, and select Available Renewals.  Click Add to Cart. Follow the prompts to complete your renewal.

If during your login to MAG you skipped the OTP step, you might not be able to access certain applications. To elevate your account's security from User Name and Password to OTP, follow the steps below:

Step 1.  From the Home dashboard view, navigate to the My Account tab.

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 the login with your credential.

If you purchased, but forgot to download the FIS MLOA Hardware Digital Certificates, you won't be able to access the applications that require this certificate for access. Click here for instructions on how to complete the download, and then complete the steps below:

Step 1.  If you are not automatically prompted to select your FIS MLOA Hardware certificates during login to MAG, close your browser and navigate to https://portal.exostar.com. 

Step 2. Plug the FIS Hardware Token into your computer.

Step 3.  From the Advanced Login Options section, select Digital Certificates (Hardware).

Step 4.  When the certificate prompt displays, select the certificate and click OK. 

Step 5.  Enter your token password. 

NOTE: If you forget this password, you must go through the proofing process again, as this password cannot be reset.

Step 6.  Verify you successfully logged in with your credential. The credential strength can be viewed in the right upper corner of your MAG account (located below Billing and Support). The credential strength field should display Medium Hardware Cert.

You can view the status of your applications from the Home tab (under the My Applications section) of your MAG account. Unless you see Open Application next to the application you want to use, you might need to wait or to reach out for help to Exostar Customer Support. Review the table below to see what each status means, and what action is required.