support.apu.edu

CougarLock FAQ

What is Cougar Lock?

Cougar Lock is APU's Multi-Factor Authentication (or "MFA") solution.  When using your NetID and Password to log into an APU website from a new device or location, you'll also need to provide a randomly generated 6 digit code from your phone.  This ensures that hackers can't access your APU Account even if they get your NetID and Password.

 

Do I have to use Cougar Lock?

As of July 5, 2022, all Staff and Faculty are required to use Cougar Lock.

Staring July 2023, all students are required to use Cougar Lock.

 

What Authenticator Apps can I use?

We recommend using the 2FAS App. Some students may prefer Authy due to its use with other services like Twitch and gaming platforms. However, Authy requires an additional user name and password which will add additional steps if you are not already using it. 


What happens if I lose or break my phone and can’t get the token?

You will be able to reconfigure your authentication application by using the recovery codes you saved when you initially set up your account. 

 

What happens when someone loses their phone and does not have their recovery codes?

The account holder calls the Support Center. After verifying the identity of the person with the same criteria used to reset passwords, the Support Center will be enabled to reset the MFA record for the account and the account holder can re-setup MFA. 

 

What is the most common issue seen after MFA has been set up? 

Sometimes, people do not print/save out their recovery codes. Because of this, when a phone is lost or a new phone needs to be configured the MFA record needs to be reset. Tooling for this event has been provided to the Support Center. 

 

How often will I need to authenticate Cougar Lock?

This depends on your browser's cookie settings. For most people, you will only be prompted to enter a six-digit code from your authenticator app if you are signing into your APU account using a new device, a new browser, or a browser without browsing data (such as a private/incognito window).

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    Marlene Swider

    I live in two countries - US and Italy. Can I set my APU account with both telephone numbers - the one in the US and the one in Italy?

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