Two-Factor Authentication is an additional layer of security that is added with login process of IQVIA Customer Portal Account. Two-Factor Authentication relies on two forms of authentication: the first factor is "user id/password" authentication and the second factor is to send a "verification code" to the user’s registered email address.
It is important to implement strong security measures to secure user accounts. Usernames and passwords no longer provide enough protection because of threats such as phishing attacks, password stuffing and account takeovers. That’s why Two-Factor Authentication process is implemented at the IQVIA Customer Portal.
Two-Factor Authentication is not applicable for federated users or SSO users.
User can enable Two-Factor Authentication Preference in "My Settings" > "Set Two-Factor Authentication".
Two-Factor Authentication is an optional feature though IQVIA recommends enabling it for better security.
There are two options available for the users to enable Two-Factor Authentication. They are:
1."Select this option if you want the two-factor authentication to be enabled for every login".
Select this option, if the user wants to go through Two-Factor Authentication every time while logging in to IQVIA Customer Portal. The Login Verification Code email is sent to user’s registered email address each time the user log in to Portal account.
2."Select this option if you want the two-factor authentication to be enabled only for new devices".
Select this option, if the user wants to go through Two-Factor Authentication only when logging in to IQVIA Customer Portal from a new device. The Login Verification Code email is sent to user’s registered email address when the user log in from a new device.
No, users don’t receive an email notification when the user changes their authentication preference.
Yes, user will receive security alert email when their account is logged in from a new device.
Two-Factor Authentication process cannot be skipped if the user has opted for it. After Two Factor Authentication user will be redirected to the bookmarked URL.
The Verification code is valid for 10 minutes from the time it is generated.
If the user enters the incorrect verification code three times, the verification code becomes invalid after 10 minutes from the time it is generated, and user must request for a new verification code by clicking on "Request a New Verification Code" button.
If the user is not able to verify or makes three unsuccessful attempts for the second verification code as well, the account will be locked out.
Check all your Outlook folders, including the Junk folder, with the registered email address. User can find the email address domain on the Verification Code page, which appears as: "Dear user, A verification code has been sent to your registered email address (ending with @xy.company.com)". Additionally, please make sure to whitelist the following email addresses by reaching out to your local IT team: the_eservice_team@us.imshealth.com and eservice@iqvia.com. If the issue persists still, contact "eService@iqvia.com".
User must enter the latest login verification code received in the registered email address. If the issue persists still, contact "eService@iqvia.com".
Account will be locked in either of the below cases.
1.During a single session, only two new verification codes allowed to validate the user account. After six failed attempts of two new verification codes (three attempts each code), account will be locked out.
2.If the validation of 5 consecutive codes are unsuccessful in last 24 hours, then account will be locked out.
When the user accesses the IQVIA Customer Portal after the account is locked out, the user is redirected to the "Account Locked Out" page. User can unlock the account using the following options:
1.Select an option as "Request password reset link email. The account will be unlocked after resetting the password" to unlock the account by resetting the password.
2.Alternatively, user can contact IQVIA Customer Service team to unlock the account by selecting option as "Contact Customer Service for assistance".
1.User can view their trusted devices under "My Settings" > "My Devices" >"Trusted Devices".
2.User can untrust the device by clicking on the icon under "Trusted Devices" > "Delete Device column".
User’s device is treated as a new device or untrusted device due to the following reasons:
1. Customer Portal considers every different browser as a new device.
2. Customer Portal considers any changes made in user’s system configuration such as OS or Browser upgrade as a new device.
Contact eservice team (eservice@iqvia.com) with error message.