What is changing about the portal?
Starting June 9th, 2023, we will be requiring all customers to enter an authentication code sent via by Text or Email once every thirty days to access their account
Why is Octane/RRF doing this?
The Federal Trade Commission (FTC) issued updates to its Safeguards Rule, which requires us to undertake new procedural, technical, and contractual steps to protect consumers’ sensitive and other personal data. The amended Rule’s requirements must be met by June 9, 2023.
What is MFA?
Multi-Factor Authentication (MFA) is a method that requires users to provide multiple types of authentication. Typically it involves verifying your identity via an additional step, such as a text message to your personal device or an email to a secure account. It is quickly becoming the standard in all of online banking and financial services. We are committed to protecting your information and are adopting this pillar of security for our payment portal experience.
What will happen if I don’t enroll in MFA?
If you choose not to enroll in Multi-Factor Authentication (MFA) right now, you will receive reminders to set it up at a later time. However, please note that starting June 9th, 2023, MFA enrollment will become mandatory for all users.
If you have not enrolled in MFA by that date, you will be prompted to register the next time you access your account. To avoid any disruption to your account access or potential security risks, we strongly recommend enrolling in MFA as soon as possible.
I don’t have a mobile phone. How do I sign up for MFA?
If you don’t have a mobile phone, you can still secure your account with Multi-Factor Authentication (MFA) by using your email address and selecting “Use email instead”.
How often will I be required to receive an authentication code?
You’ll need a new authentication code every 30 days on authenticated devices. For new devices, you’ll be prompted to authenticate upon first login.
I never received a verification code
- Check your email’s spam or junk folder or wait a few minutes for the SMS to arrive.
- Ensure there are no disruptions in your email service or mobile network.
- You can resend the code, however, please allow up to 3 minutes to receive the code before requesting a resend.
- Try another verification method
The Verification code did not work
- Check for typos: Ensure you’ve entered each character of the code correctly,
- Resent codes: If you selected “resend code,” ensure you are using the most recent code received.
- Expired codes: Verification codes expire after 15 minutes. You may resend a verification code by selecting “Resend Code”
I reached my limit sending codes
If you hit the “You reached your limit” page, please wait an hour before trying again.
I no longer have access to the email/phone required to authenticate
If you have lost access to your email or phone number, you can use an alternative method to temporarily access your account. Contact our support team for assistance in modifying account information and regaining account access.
I want to change the phone number/email to receive a code on my account
To change the phone number or email address associated with receiving Multi-Factor Authentication (MFA) codes on your account, you will need to contact our customer support team for assistance.
Still looking for an answer? Contact Us. #
If this does not provide the information you need, please chat with one of our associates, email customerservice@roadrunnerfinancial.com, or call (833) 288-1367 during operating hours of:
Mon – Thurs: 8AM – 7PM CST
Fri: 8AM – 5PM CST
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