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Application not Accessible

If you are logged into your MAG account, but cannot access certain partner applications, it might be due to these common issues:

Review the sections below to learn how to troubleshoot common access issues. Please see the Credentials by Partner and Application matrix to review acceptable credentials. For additional credentialing information, including purchase information, please visit the MAG Credentialing FAQs page.

ForumPass Defense customers: If you received a notice regarding account suspension due to inactivity, please click here



Activate Your Credential 

How can I activate my credential?

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 OTPOTP 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 your MAG account. In the My 2FA Credentials section, click the Have a license key? option.

Step 2.  Click the link Enter it here link.

Step 3.  Enter your License key and proceed to registration.

NOTE: If you purchased a Hardware Token, please begin the activation process after you receive the token in mail.





Purchase a Stronger Credential 

How do I purchase or upgrade my current credential?

If you cannot access your application, double-check with your partner to see what kind of credential they require to access the specific application. If you need a stronger credential or an upgrade to your current 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.


Alternatively, you can also access Exostar's Web store by clicking the Billing and Support link, located in the bottom your MAG Home tab. Locate the desired credential, and follow the prompts to complete your purchase. We suggest using this option if the buttons under the Manage OTP sub-tab are temporarily unavailable.


Renew Expired Credential 

How can I renew my expired credential?

If your credential is expired, please follow these steps to complete your credential renewal:

Step 1.  Log into your MAG account, and click Billing and Support located in the bottom section of the Home tab.

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.


Log in with Credential 

How do I ensure I am logged into MAG with my credential?

Step 1.  From the Dashboard, click Launch from the application card or you may click on Elevate Credential Strength (green button) in the My 2FA Credentials section.

Step 2.  The Two-Step Verification page displays with a list of 2FA credentials associated with your account.

Step 3.  Select one of the methods and proceed with the authentication process.

Step 4.  After you return to your MAG Dashboard, your credential strength updates and you should be able to open your application.


Download the FIS MLOA Certificates 

How do I download and log in with my FIS MLOA certificates?

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.  Select the certificates option from the login screen.

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 My 2FA Credentials section on your Home tab. The credential strength field should display Medium Hardware Cert.


Application Statuses 

I see that applications in my MAG account have different statuses. What do these statuses mean, and what should I do if some applications do not say "active"?

You can view the status of your applications from the Dashboard (home) tab (under the My Applications section) of your MAG account. Unless you see Launch under 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.

Exostar Application Status

User Action

Active

Click Launch to launch the application in a separate browser window.

Organization Registration Approval PendingNone

Pending Account Creation by the Application

If the application has been in this status for more than 24 hours, contact Exostar Customer Support.

Pending Approval by the Application Owner

If application has been in this status for more than 48 hours, contact Exostar Customer Support.

Pending Application Administrator Approval

Contact your Application Administrator for the application.

Pending Activation

Contact your Application Administrator for the SCP application.

Pending Acceptance of Terms & Conditions

Contact your Organization Administrator.

Inactive  

If you need access to the application, click Request Access next to the inactive status. Your request transitions to Pending Application Administrator Approval.

Suspended  

Click Reactivate Application. If you do not see Reactivate Application, work with your organization's Application Administrator for the suspended application.

Pending Exostar Approval

If application has been in this status for more than 48 hours, contact Exostar Customer Support.

Pending Proofing

Contact Exostar Customer Support for information if you completed your in-person proofing. This status applies only to MAG users who are awaiting proofing for FIS Medium Level of Assurance (MLOA) Certificates.



Questions? 
If you use an OTP credential, explore our library of OTP FAQs.