Frequently asked questions

SCA

Upon login, you will need to authenticate yourself by entering your username and password. You should never share these credentials with anyone else. You will then be asked to authenticate with a one time code that will be delivered by SMS or the Authy App.

1.1 Logging in with SMS

If you are not registered with the Authy app, after you enter your username & password, you will be presented with an additional screen, where you will be asked to enter a 6-digit code in order to finish the authentication process.

This code will be delivered via text message (SMS) and can also be delivered via text to voice on landlines for those in poor coverage areas*.

*subject to the functionality being supported by the national telephony infrastructure


1.2 Logging in with the Authy app

If you have the Authy app and have registered the same number that WorldFirst has on account, and have previously logged in successfully, you will be presented with an additional screen, where you will be asked to enter a 6-digit code in order to finish the authentication process.

This code will be delivered via the Authy app. This 6-digit code refreshes every 20 seconds. You can read the code from multiple Authy devices. Once you have Authy you will no longer receive an SMS each time you login, unless you manually select SMS as your method of verification. If you select SMS you should follow the steps in 1.1.

*Please note, for customers logging in the for the first time, if you have the Authy app, verification will still be sent via SMS. On subsequent logins verifications will be sent to the app, unless you opt for SMS.

You will be able to make your beneficiaries trusted when you add or manage a beneficiary. During this process you won’t be required to enter your username or password again. Instead you will be required to enter a 6-digit code in-order to save your beneficiary as ‘trusted’ with WorldFirst.

2.1 Trusting beneficiaries via SMS

For customers not registered with Authy, your 6-digit code will be delivered via text message (SMS). This will not be the same 6-digit code you used to log in. The SMS text message will also contain the beneficiary name that you are adding. SMS messages can also be delivered via text to voice on landlines for those in poor coverage areas.


2.2 Trusting beneficiaries via the Authy App

Customers registered with the Authy app (and do not choose SMS as an option) will receive an Authy Push notification. Customers simply click on the notification and will be directed to an Authy screen that contains a code, alongside a message with the beneficiary name you’re adding. Customers simply need to click ‘accept’ or ‘reject’. There will be no need to input a 6-digit code on our online portal. Please note that this will be available from February 2020.


2.3 What if I am unable to authenticate?

If you are unable to successfully authenticate by SMS or the Authy app then then the beneficiary will be saved as ‘untrusted’. You will need to re-authenticate using SCA (SMS or Authy) to make the beneficiary trusted.

You won’t be asked to enter your username and password when authenticating payments.


3.1 Payment authentication via SMS:

- There will be an additional screen, where you will be asked to enter a 6-digit code in order to finish the authentication process

- This will be delivered via SMS text message (it can also be delivered via text to voice on landlines* for those in poor coverage areas)

- The SMS text message will feature additional information:

  1. If you are instructing a single payment one payment it will include the total amount you are paying and the full name of the beneficiary
  2. If you are instructing multiple payments, you will see the total sum amount you are paying and the sum of the beneficiaries you are paying

*Subject to the national telephony infrastructure in your location supporting this functionality

3.2 Payment authentication via Authy app:

Customers registered with the Authy app, will receive a push notification from the app. Simply click on this notification to be directed to an Authy screen. This screen will contain a code, the payment amount, as well as the beneficiary or person you’re paying. At this stage, all you need to do is click ‘accept’ or ‘reject’. There will be no need to input a 6-digit code on our online portal. Please note that this will be available from February 2020.


3.3 What if I am unable to authenticate via SMS or Authy app?

Unfortunately, if you are unable to successfully authenticate a payment using SMS or Authy , then that deal will not be booked, and no payment will be made. You will either need to re-authenticate using SCA or contact your account manager to book a telephone deal. No payment can be made online without successful strong customer authentication.

Account security is something we all take very seriously and must continually develop, review and improve. We are already starting to investigate alternative methods for authentication to make managing your account even more convenient without compromising on security.

SMS authentication

If you cannot authenticate with SMS or telephony, download the Authy App and authenticate via internet access on your mobile, tablet or desktop. You can download Authy App with SMS (telephony not yet available). Once you have the Authy App available then you can authenticate on multiple devices.

Log into WorldFirst online with your existing device and enter your new number under your profile settings. You will first receive an SMS with a 6-digit code to your existing device before you then receive an SMS with a new 6-digit code on your new device to verify your new number. All new SCA codes will now be sent to your new mobile phone number.

In the case of theft or loss with your existing verified device please contact your dedicated account manager to inform them of any change to your mobile number.

Yes. The use of Secure Customer Authentication (SCA) using SMS or voice is more secure than not having any form of SCA at all. Stealing information via SMS is significantly more difficult for cybercriminals. If you’re concerned about the risk of sim swap, we recommend that you download the Authy app Authy which generates a Time-based One-Time Passcode (TOTP) for login.

Unfortunately, if you are unable to successfully authenticate a payment using 2FA, then that deal will not be booked, and no payment will be made.

You will either need to re-authenticate using SCA or contact your account manager to book a telephone deal. No payment can be made online without successful strong customer authentication taking place.

Log into WorldFirst online with your existing device and enter your new number under your profile settings. You will first receive an SMS with a 6-digit code to your existing device before you then receive an SMS with a new 6-digit code on your new device to verify your new number. All new SCA codes will now be sent to your new mobile phone number.

In the case of theft or loss with your existing verified device please contact your dedicated account manager to inform them of any change to your mobile number.

Authy authentication

Download Authy App and enter the same email and phone number you have registered with WorldFirst. You will have the option to authenticate via SMS or voice call. Once you’re on the app, you will see a screen in red displaying ‘WorldFirst’.

Please note that customers attempting to download the chrome extension must do this in Google Chrome.

The capability to scan a QR code to link Authy App with WorldFirst is not yet available and will be released in the near future.

Once you download Authy you need to enable ‘Multi-device’ functionality. Once this has been applied you can use Authy on any other authorised device.

Authy can also be removed from an old device. This can be found under ‘Settings’ > ‘Devices’.

- Ensure you set-up a back-up password

- Install Authy on another device

- Once you have two (or more) Authy apps installed on multiple devices, turn-off Authy’s multi-device feature