Blend's consumer MFA (also known as Borrower MFA) improves the security for all borrowers accessing Blend, going beyond just an email and password. Learn how borrowers enroll in MFA, how a lender user can reset borrower MFA, and assist if they aren't receiving a code.
- 2-Step Verification for borrowers
- How to reset a borrower's MFA
- Role permissions required to reset a borrower's MFA
- If the borrower is not receiving an MFA code
2-Step Verification for borrowers
When borrowers sign up for the first time, they'll be asked to enroll in 2-step verification.
Blend offers two methods of enrollment:
- Text Message - Borrowers will receive an SMS message to the phone number entered.
- Voice call - Borrowers will receive an automated phone call with the verification code.
Borrowers will have the ability to decline MFA enrollment when they are first prompted for a phone number. Optionally, this ability to decline MFA enrollment can be disabled, effectively requiring MFA for all borrowers.
Note: The ability to Decline 2-step verification is an optional global configuration. Pease reach out to your administrator or Blend Support to request this change.
After enrollment, borrowers will be prompted to enter the code that has been sent out to the phone number they enrolled with. For security purposes, only the last 4 digits of the phone number will be displayed on the verification screen.
In the verification screen, borrowers have the ability to:
- Resend Code - If the borrower didn't receive the code, they can request a new one.
- Remember me for 45 days - If the borrower selects Yes, they will not be asked to enroll in 2-step verification in the next 45 days.
Note: Blend will notify borrowers when a new login from a new device is detected. Refer to New Device Notification Email to learn more.
How to reset a borrower's MFA
Lender users with access to Borrowers section in the Setup panel now have the ability to reset a borrower's MFA. Learn which role permissions are required to view and reset a borrower's MFA.
1. Click Your settings
2. Navigate to Setup
3. In the Borrowers section, search for the borrower using the name or email
4. Select the borrower
5. Click Reset MFA
6. Click Reset to proceed
7. Click Close on the confirmation prompt
The next time the borrower logs in, they'll be asked to enroll in MFA.
Role permissions required to reset a borrower's MFA
The following role permissions are required to reset a borrower's MFA. Reach out to your Blend administrator to have your permissions updated for the ability to reset borrower MFA.
- View borrowers must be set to Always
- Reset borrower authentication must be set to Always
If the borrower is not receiving an MFA code
Here's what you can do to assist your borrower if they aren't receiving an MFA code.
Trouble Signing In?
Lenders can display a support number for borrowers to call and get assistance with completing authenticating.
Borrowers can click the Trouble signing in? link to view the default support number configured in your environment.
Note: The default support phone number can be changed by a Blend administrator in the Organization settings on the Setup page. Refer to Self-Serve User Administration: Organization to learn more.
Ask the borrower to click Resend Code
It is not uncommon to experience a delay in transmission. If the code is not received within 10 minutes, ask the borrower to click Resend Code to trigger a new MFA code.
Make sure the code is being sent to the right number
Ask the borrower to check the last 4 digits on the verification screen to verify that the code is being sent to the right number. If it's incorrect, reset the borrower's MFA and ask them to log back in to re enroll with their new number.
Try a different verification method
Reset the borrower's MFA and ask the borrower to change the enrollment method from text to voice call or vice-versa. If one method works, but not the other, it may be an issue with the borrower's phone settings or their mobile service provider.
Try a different phone number
Reset the borrower's MFA and ask them to enroll with a different number. If the code is sent to a different number, the borrower may be experiencing an issue with their mobile service or device.
DISCLAIMER: The features on this page may not be applicable to your institution. Please reach out to Blend Support for more information on what features are enabled for your use.