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Multi-factor Authentication - MFA

important

To help protect Equinix accounts, mandatory multi-factor authentication (MFA) is required for all non-SSO customers accessing the Customer Portal. If MFA is already enabled, the login experience will not change. MFA does not apply to SSO users, so no action is required.

Why: Cybersecurity threats have increased in sophistication and frequency. Research shows that MFA prevents 99% of account access attacks.

When: Beginning March 2026, users will be prompted at login to set up and enable MFA for access to the Customer Portal. This will be rolled out in phases, so some users may see the prompts in March, while others may see them in April or May.

How: Follow the prompts at login to set up MFA. Once MFA is enabled, identity verification using an additional authentication step will be required when logging in.

Need help: Log a Support Case for assistance.

Multi-factor authentication (MFA) adds an extra layer of security during sign-in. Use a text message sent to your phone or a one-time code generated by an authenticator app as your second authentication factor. You can self-enable MFA on your account for extra security. If your organization uses Equinix, it may require MFA. For more information, see IAM Security Policies.

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Equinix does not support email as an MFA factor because it creates a single point of failure and increases the risk of phishing and account compromise. Supported MFA methods include authenticator apps and SMS, with recovery codes available as a backup sign‑in option.

Enabling Multi-factor Authentication​

You can set up MFA using either SMS or an authenticator app.

  1. Sign in to the Customer Portal.

  2. Click your user name and select User Account.

  3. From the left menu, select Authentication and Security.

    • Click Unlock MFA Section to authenticate.
    • You must use your current MFA method to unlock the MFA settings.

  4. After you unlock the MFA settings, they remain available for 10 minutes before you need to re-authenticate.

Unlock MFA settings prompt

Phone Number - Text Message​

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SMS-based one-time passwords are available only to customers with an active Equinix billing account. Customers without active billing, including trial customers, can still enable multi-factor authentication using an authenticator application.

Enable multi-factor authentication using one-time passwords sent in a text message:

  1. Sign in to the Customer Portal.

  2. Click your user name and select User Account.

    info

    The User Account page is currently available to customers using email-based login. For information on how to enable email-based login, see Enable Email-based Login.

  3. From the left menu, select Authentication and Security.

  4. In the Phone Numbers section, click Enable.

  5. Select country code, enter your phone number, then click Continue.

    tip

    For the country code you can either type in the name of the country or the country code to limit the number of items on the list.

  6. Enter the verification code and click Continue.

  7. Copy and store the recovery code, then confirm that you have stored the recovery code, and click Finish.

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    Applicable when setting up first MFA method.

Authenticator Application​

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If SMS is not available for the account, an authenticator application can be used as the second factor. Authenticator applications are supported for all account types and are generally more secure than SMS.

To set up multi-factor authentication using an authenticator application, follow these steps:

  1. Sign in to the Customer Portal.

  2. Click your user name and select User Account.

    info

    The User Account page is currently available to customers using email-based login. For information on how to enable email-based login, see Enable Email-based Login.

  3. From the left menu, select Authentication and Security.

  4. In the Authenticator Applications section, click Enable.

  5. Set up your authenticator application instance:

    1. Open authenticator application on your phone.
    2. Scan the QR code or enter the code displayed on the screen.
    3. Enter the one-time code generated by the authenticator application.
    4. Enter name for the given authenticator application.
    5. Click Continue.

  6. Copy and store the recovery code, then confirm that you have stored the recovery code, and click Finish.

    note

    Applicable when setting up first MFA method.

Managing Multi-factor Authentication​

Add or change your multi-factor authentication method, generate a new recovery code, or deactivate multi-factor authentication for your account.

Recovery Codes​

A recovery code is a backup sign-in method that can be used if you cannot access your authenticator app or receive SMS verification codes. Recovery codes are generated during MFA setup, and you can generate a new recovery code later if needed. Store the recovery code in a secure location because it may be required to regain access to your account.

Reset MFA Using a Recovery Code​

If you no longer have access to your authenticator app or SMS verification codes, use your recovery code to reset MFA.

  1. Sign in to the Customer Portal.

  2. On the Verify Your Identity page, select Try another method.

  3. Select Recovery Code.

  4. Use the recovery code to reset the MFA.

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If you do not have a recovery code, contact Equinix Support. Inform the support team that you no longer have access to your MFA device and do not have a recovery code. Support can assist with removing the existing MFA configuration.

Authenticator App Not Generating OTPs​

If your registered MFA app is not generating valid OTPs and you cannot sign in, use your recovery code to reset MFA and register a new authentication device.

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If you no longer have access to your MFA device and cannot use a recovery code, contact Equinix Support for assistance with removing the existing MFA configuration.

Not Receiving SMS Verification Codes​

If your phone number is registered for MFA but you are not receiving SMS verification codes:

  1. Verify that your phone can receive SMS messages and has network coverage. Wait a few minutes and request a new verification code.

  2. If you have another MFA method configured, use that method to sign in.

  3. If you have a recovery code, use it to reset MFA and register a new authentication method.

  4. If you do not have a recovery code and cannot access any MFA method, contact Equinix Support to remove the existing MFA configuration.

Generate a New Recovery Code​

A recovery code enables you to log in to Equinix portals when the second authentication factor is not available.

To generate a new recovery code:

  1. In the Multi-factor Authentication section, under Recovery Code, click Generate.

  2. Select I understand to acknowledge that generating a new recovery code invalidates the current one, then click Continue.

  3. Copy and store the recovery code.

  4. Confirm you have copied and saved the recovery code and click Finish.

Add an Authenticator Application​

To add an authenticator application:

  1. In the Authenticator Applications section, click Manage.

  2. Click Add New +.

  3. Set up your authenticator application instance:

    1. Open authenticator application on your phone.
    2. Scan the QR code or enter the code displayed on the screen.
    3. Enter the one-time code generated by the authenticator application.
    4. Enter name for the given authenticator application.
    5. Click Finish.

Delete an Authenticator Application​

To remove an authenticator application:

  1. In the Authenticator Applications section, click Manage.

  2. Locate the authenticator application instance that you want to remove and click the trash can.

  3. Click Delete to confirm.

Add a Phone Number​

To add a phone number:

  1. In the Phone Numbers section, click Manage.

  2. Click Add New +.

  3. Select country code, enter your phone number, then click Continue.

    tip

    For the country code you can either type in the name of the country or the country code to limit the number of items on the list.

  4. Enter the verification code you received in a text message and click Verify.

Delete Phone Number​

To remove a phone number:

  1. In the Phone Numbers section, click Manage.

  2. Locate the phone number that you want to remove and click the trash can.

  3. Click Delete to confirm.

Setting a Default Authentication Method​

If you have multiple methods of multi-factor authentication enabled, you can set a default method. To set your default authentication method:

  1. In the Multi-factor Authentication section, locate the appropriate authentication method and click Manage.

  2. Select Set as Default.

Default authentication methods are indicated by the Default label. To remove the default status for an authentication method, click the manage icon again and select Remove as Default.

Disabling Multi-factor Authentication​

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If your organization requires MFA, you cannot disable it.

To deactivate multi-factor authentication:

  1. Sign in to the Customer Portal.

  2. Click your user name and select User Account.

  3. From the left menu, select Authentication and Security.

  4. In the Multi-factor Authentication section, click Disable.

  5. Select I understand and I want to disable MFA and click Disable.

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