Embedded Files
New Phone?
Service Desk Toll Free Phone Helpline (1-888-VialtoHelp)
or
You can send an email to servicedesk@gms.vialto.com
Users in North America can directly call in from their phones; the number to call is 888-842-5864.
Users in other territories can dial in by adding in the country code and making the call to +1 888 842 5864(This might incur international calling charges)
Alternatively, you can send an email to servicedesk@gms.vialto.com from anywhere including your personal email to reach the helpdesk.
Ensure that you include your Vialto email id (FirstName.LastName@vialtopartners.com) in the email.
Jump to a section
Jump to a section
Procedures on How to Reset MFA (Multi-Factor Authentication)
Procedures on How to Reset MFA (Multi-Factor Authentication)
If you have lost access to your Multi-Factor Authentication (MFA) method (such as losing your phone, replacing your phone or not being able to use your authenticator app), a viable alternative is to add MFA to your computer: (If you do not have access to a Vialto computer you must call 888-842-5864).
Step 1: If you do not have Okta verify, Download Okta Verify from the Vialto Company Portal for Windows or JAMF for Macs.
Step 2: Okta Verify - Log in to your Okta Dashboard (vialto.okta.com) from your Vialto computer and ensure you are connected to the Vialto network(Zscaler). Once on your dashboard click the down arrow next to your name in the right hand corner then click settings.
Scroll down to Security methods
2: Click Set up for Okta Verify (If you haven’t done this part before, yours will just say Set up instead of Set up another)
You will get this pop up. It doesn’t matter which you choose, you will still have to verify with both.
3 Check your inbox for an email from Okta(noreply@okta.com)
4 You will get confirmation.
5. Open Okta Verify - click on add an account or use another account
6. If this is your first time setting up Okta Verify, enter vialto.okta.com
If you have set this up before you just have to click add account
7 When you click next, it prompts you to enter your password and verify through email again like above.
8. A verification window pops up. Click “Yes it’s Me”
9. You have now set up Okta Verify on your laptop.
You can validate the set up is successful by returning to the Security Methods and you will see the name of your computer by Okta Verify
Step 3 Phone - Return to your settings on your Okta Dashboard
1. Click Phone Set up
2. You will get this pop up.
3. You will have to verify with your password
4. You will then get this pop up - Click Set up
5. You then get a pop up where you have to enter a choice of either SMS text or call. Choose what Country/region. Place your phone number in the last field. Press the “Receive a code phone/SMS depending on which you choose.
6. Enter the code you received on your phone into the box.
7. Your phone is now set up
Step 4 Security Key or Biometric Authenticator - Return to your settings on your Okta Dashboard
1. Click Set up aligned with Security Key or Biometric enter your password.
2.You will get this pop up, click Set up.
3. You will get a pop up that makes you choose where to save the passkey.
4. Go to your device you chose and confirm. After you confirm, you will get this pop up.
5. Hit cancel then you get a confirmation pop up. Click ok
6. You have successfully added your passkey biometric.
MFA Reset
MFA Reset
Procedures on How to Reset MFA (Multi-Factor Authentication)
Procedures on How to Reset MFA (Multi-Factor Authentication)
If you have lost access to your Multi-Factor Authentication (MFA) method (such as losing your phone, replacing your phone or not being able to use your authenticator app), a viable alternative is to add MFA to your computer: (If you do not have access to a Vialto computer you must call 888-842-5864).
Step 1: If you do not have Okta verify, Download Okta Verify from the company portal for Windows or Jamf for Macs.
Step 2: Okta Verify - Log in to your Okta Dashboard (vialto.okta.com) from your Vialto computer and connect to the Vialto network(Zscaler) Once on your dashboard click the down arrow next to your name in the right hand corner then click settings.
Scroll down to Security methods
2: Click the Set up aligned for Okta Verify (If you haven’t done this part before, yours will just say Set up instead of Set up another)
You will get this pop up. It doesn’t matter which you choose, you will still have to verify with both.
3 Check your inbox for an email from Okta(noreply@okta.com)
4 You will get confirmation.
5. Open Okta Verify Click on Add or use another account
6. If this is your first time setting up Okta Verify, enter vialto.okta.com
If you have set this up before you just have to click add Account
7 When you click next, it prompts you to enter your password and verify through email again like above.
8. A verification window pops up. Click “Yes it’s Me”
9. You have now set up Okta Verify on your laptop.
Step 3 Phone - Return to your settings on your Okta Dashboard
1. Click Phone Set up
2. You will get this pop up.
3. You will have to verify with your password
4. You will then get this pop up - Click Set up
5. You then get a pop up where you have to enter a choice of either SMS text or call. Choose what Country/region. Place your phone number in the last field. Press the “Receive a code phone/SMS depending on which you choose.
6. Enter the code you received into the box.
7. Your phone is now set up
Step 4 Security Key or Biometric Authenticator - Return to your settings on your Okta Dashboard
1. Click Set up aligned with Security Key or Biometric enter your password.
2.You will get this pop up, click Set up.
3. You will get a pop up that makes you choose where to save the passkey.
4. Go to your device you chose and confirm. After you confirm, you will get this pop up.
5. Hit cancel then you get a confirmation pop up. Click ok
6. You have successfully added your biometric.
Password Reset
Password Reset
Instructions for External Users to Self-Service Password Reset:
Instructions for External Users to Self-Service Password Reset:
Step 1: Visit the Password Reset Page
Navigate to the Password Reset page for your application. This can typically be accessed by clicking on the "Forgot your password?" link on the login screen.
Step 2: Enter Your Email Address
Enter the email address associated with your account. This should be the email address where you originally registered or received an invitation.
Click "Send Password Reset Link".
Step 3: Check Your Email Inbox
Within a few minutes, you will receive an email with a link to reset your password. If you don't see the email in your inbox, please check your Spam or Junk folder.
Step 4: Click the Password Reset Link
Open the email and click on the reset password link. This will direct you to a secure page where you can create a new password.
Step 5: Set a New Password
Enter your new password. Make sure your new password meets the security requirements (e.g., minimum length, special characters).
Click Submit or Reset Password.
Step 6: Log in with Your New Password
After resetting your password, you can log in to the application using your new credentials. Simply return to the login page and enter your email address and new password.
Troubleshooting:
If you don't receive the password reset email, check your spam folder or request a new reset link.
If you encounter any issues or need further assistance, please contact our support team at [support email] or [support phone number].
Add or change phones
Add or change phones
IInstructions for External Users to Add or Change the Phone Number Associated with Their Account
IInstructions for External Users to Add or Change the Phone Number Associated with Their Account
If you need to add or change the phone number associated with your account for Multi-Factor Authentication (MFA) (for example, if you’ve changed your phone number or lost access to your old phone), follow the steps below:
Step 1: Log in to Your Account
Log in to the application using your usual username and password.
Step 2: Access MFA Settings
Navigate to your Account Settings or Security Settings section.
Click on "Change Phone Number for MFA" (this link may be named differently depending on your app's flow).
Step 3: Request MFA Reset
If you’re changing your phone number for SMS-based MFA, you’ll need to reset your MFA settings first. Click on "Reset MFA" to start the process.
You will receive an email to confirm the request. Follow the instructions in the email to verify your identity.
Step 4: Re-Enroll in MFA
After your MFA settings are reset, you’ll be prompted to re-enroll in Multi-Factor Authentication.
During the re-enrollment process, enter your new phone number when prompted.
You’ll receive an SMS with a verification code. Enter the code to complete the MFA setup.
Step 5: Complete MFA Enrollment
Once your phone number is successfully verified, MFA will be active with your new phone number.
You can now use your new phone number for SMS-based MFA each time you log in.
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