Verify new users with Plivo

Multi-Factor Authentication (MFA) is an essential safeguard for protecting sensitive information. However, as crucial as it is for security, the MFA recovery process can sometimes be a double-edged sword. If users lose access to their authentication method, they risk being locked out of their accounts. Therefore, a robust MFA recovery process should be a critical part of any authentication strategy.

Let’s walk through best practices for MFA account recovery to ensure your users can easily and securely regain access to their accounts.

Authentication requirements for account recovery

While traditional MFA methods provide excellent security, the MFA recovery process requires a slightly different approach. Recovery methods must be easily accessible, and memorable, and allow for a slower authentication process. Recovering an account isn't something most users would be required to do regularly.

The key requirements for a recovery system are:

1. Long-term memorability or access: Users need to easily retrieve their recovery method, even if they don’t use it regularly.
2. A slower authentication process is acceptable: Since account recovery is infrequent, a slight delay in authentication is fine as long as security is not compromised.
3. Widely usable: The recovery method must be accessible and practical for most users across different devices and locations.

The right balance is essential. Your recovery process should be secure enough to prevent unauthorized access but user-friendly enough to prevent frustration. 

Plivo’s Verify API, which supports multiple channels like SMS and in-app push notifications, can be an excellent tool for ensuring users have quick, secure access to their recovery methods.

What are the options for account recovery?

Gone are the days of relying on security questions for account recovery. The National Institute of Standards and Technology (NIST) has since recommended shifting away from these outdated methods due to their vulnerability. Today, the most reliable account recovery options involve using possession-based methods or account activity details.

1. Possession methods

Possession-based recovery methods are more secure than knowledge-based methods like security questions. Examples include:

• Backup codes: These are typically one-time-use codes that can be generated during the initial MFA setup. Users should store these codes securely in case of device loss or other issues. While they may seem simple, they offer a solid layer of security.
• Passkeys: A passwordless option that syncs private keys across devices, making it easier for users to recover their accounts without needing to remember complex passwords. Although passkeys are still being adopted, they offer a promising solution for both MFA and recovery.

Implementing these methods provides a secure fallback when users lose access to their primary authentication methods. Plivo’s Verify API can easily integrate into your system to deliver SMS-based recovery codes, offering both security and simplicity for users who need to regain access.

2. Account activity details

Another way to strengthen your recovery process is by leveraging account activity details. For example, asking users to confirm recent transactions or other identifiable actions can serve as a powerful recovery tool. These methods provide additional layers of security, helping to confirm a user's identity when primary credentials are unavailable.

How can social proof enhance account recovery processes?

Digital services and online platforms such as social networks or apps use trusted contacts or social proof to enhance their recovery processes. This could be a friend or family member who can verify the user’s identity. For example, platforms like Apple and Facebook use recovery contacts, allowing users to set up people who can help them regain access if needed.

However, this method works best for social networks with a large, established user base. If your service doesn’t have this feature built-in, focusing on other recovery options—such as backup codes and passkeys—can still provide strong security and ease of use.

How to strengthen your account recovery process?

To improve your account recovery process, consider the following recommendations:

1. Register additional authentication methods: Ensure that users register multiple recovery methods during account setup. This gives them options to access their account if they lose access to one method.
2. Design recovery processes based on data sensitivity: The higher the value of the data you're protecting, the more robust your recovery process should be. For sensitive services like financial applications, additional security layers are necessary.
3. Require successful MFA setup before new methods: Before enabling new MFA methods, ensure users have successfully completed the MFA setup process to avoid issues during recovery.
4. Prompt users about available recovery options: Regularly remind users of the backup methods available to them, particularly when logging in from new devices or after a password change.

Enhancing recovery process security

When enhancing your recovery process, keep these security measures in mind:

1. Implement waiting periods: For sensitive recoveries, a waiting period can act as a deterrent for unauthorized access attempts. This gives you time to review and confirm that the recovery request is legitimate.
2. Maintain MFA during recovery: Don’t deactivate MFA when users are trying to recover their accounts. This ensures that multiple authentication steps are still in place, preventing unauthorized access.

The MFA recovery process should always remain as secure as possible, even if it’s a bit slower than regular authentication. By adding layers of security, such as SMS or app-based MFA, you can ensure that both you and your users stay protected.

Simplify account recovery with Plivo’s Verify API

Plivo’s Verify API streamlines the MFA recovery process with secure, multi-channel options tailored to your business needs. By integrating Verify API into your authentication system, you can ensure users regain access efficiently while maintaining high-security standards.

Key features of Plivo’s Verify API:

• Multi-Channel support: Deliver recovery codes through SMS, voice, or in-app push notifications. With support for global reach across 220+ countries, Plivo ensures reliable account recovery even in regions with strict messaging regulations.
• Fraud prevention at no extra cost: Plivo’s built-in Fraud Shield detects and blocks fraudulent SMS activity, safeguarding your business from unnecessary costs and security breaches.
• Zero compliance hurdles: Pre-registered sender IDs and templates eliminate regulatory paperwork, allowing you to go live instantly in key markets like the US, UK, and India.
• Seamless integration: Plivo’s developer-first APIs and detailed documentation make it easy to integrate Verify API into your existing workflows. With sample code in popular languages like Python and Java, you can go live in one sprint.
• Scalability: Whether supporting a small user base or scaling to millions of users, Plivo’s infrastructure ensures consistent and reliable performance, even during peak traffic.

Why choose Plivo?

• Cost-Effective: Pay only for channel costs (SMS, voice, or WhatsApp) with no hidden fees or additional charges for verification or fraud prevention.
• Proven performance: Achieve a 95% OTP conversion rate across multiple channels, ensuring seamless user recovery experiences.
• Developer-Friendly: Cut implementation time by 90% with ready-to-use sample code and robust support from Plivo’s engineering team.

By leveraging Plivo’s Verify API, businesses can deliver a hassle-free, secure recovery experience while reducing support costs and protecting user data. Whether scaling globally or enhancing regional workflows, Plivo ensures your multi-factor authentication system remains intact during recovery, minimizing vulnerabilities and maximizing user satisfaction.

Take the next step with Plivo’s Verify API
Empower your business with a secure, cost-effective, and seamless account recovery solution. Whether you’re looking to improve OTP conversion rates, prevent fraud, or streamline user authentication, Plivo’s Verify API delivers the tools you need.

Get started today—integrate our Verify API in under a sprint and experience unparalleled reliability, global scalability, and expert support. Book a demo or request trial access now to see how Plivo can transform your account recovery process.

Most business owners know passwords alone aren’t enough to keep your data safe. Between 2004 and July 2024, passwords were the most frequently leaked type of data, with two billion user passwords leaked during this period.

To better combat data breaches, more companies are turning to stronger authentication methods, such as multi-factor authentication (MFA), single sign-on (SSO), or two-factor authentication (2FA). 

What do all these acronyms mean, and how can you determine which solution is the right fit for your business? In this guide, we’ll break down each approach's core differences, benefits, and security considerations to demonstrate that combining MFA and SSO in a solution like Plivo’s Verify API is best for most businesses.

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What is single sign-on (SSO)?

Single sign-on (SSO) is a user authentication process that allows someone to log in once with a single set of login credentials and access multiple applications or services without needing to re-enter their username and password for each one. 

Think of SSO as a master key that opens many doors—users sign in once and get instant access to all their work tools without having to remember multiple passwords. This approach reduces login headaches and password fatigue, making it easier for users to stay secure and productive.

How does SSO work?

SSO verifies a user’s identity through a centralized system. When the user logs into an SSO portal, the system checks their login credentials. It then generates a token that grants access to various applications within the network, simplifying access management for authorized users. 

5 key benefits of SSO & why you should use it

Single sign-on offers several benefits, but here are five key reasons why you should consider using SSO:

• It streamlines the user experience: With SSO, users only need to use one password to log into a dashboard and access all connected applications—no more wasted time juggling multiple logins.
• It reduces password fatigue: Less is more. Fewer passwords mean less mental load, reducing the risk of weak or reused passwords and enhancing security.
• It improves productivity: Imagine the time saved when users can instantly access all the tools they need. This quick access means more focus on tasks and drives efficiency.
• It simplifies centralized management: IT teams can use SSO to manage user access from a single dashboard. It makes onboarding and offboarding new users smooth and hassle-free. 
• It lowers help desk costs: Fewer passwords mean fewer forgotten credentials. This leads to a significant drop in password reset requests, reducing the burden on IT support teams and cutting help desk costs.

3 key security risks of SSO you should consider

• It creates a single point of failure: If someone gains access to SSO credentials, they could access multiple services connected together, creating a significant security vulnerability.
• It relies on centralized authentication: If the SSO service experiences downtime or technical issues, users may lose access to all associated applications, causing operational disruptions.
• It becomes an attractive target for cyber attacks: Because SSO systems control access to multiple applications, attackers often target them. A successful breach could expose sensitive data across various systems.

What is multi-factor authentication (MFA)?

Multi-factor authentication (MFA) requires users to verify their identity using two or more forms, adding multiple layers of defense against unauthorized access. Think of it as a security system with multiple locks; even if someone knows your password, they still need other credentials to log in. 

How does MFA work?

A lot of people get confused between 2FA and MFA, but here’s the exact difference: 

2FA (two-factor authentication) always requires exactly two forms of verification, usually something you know (like a password) and something you have (like an OTP or security token). On the other hand, MFA covers two or more forms of verification, adding even more layers of security by incorporating things like biometrics (something you are) alongside what you know and have. 

Imagine overlapping circles in a Venn diagram—2FA is one circle inside the broader MFA circle, which lets you combine different layers for extra protection.

In implementation, it could look like this: after typing in your password, you might also need to enter a verification code sent to your phone or use a fingerprint scan. This layered approach makes it significantly harder for unauthorized users to gain access to user accounts.

3 key types of authentication factors used in MFA

Authentication factors are the methods used to confirm a user’s identity. In multi-factor authentication (MFA), at least two different factors are required to gain access. Here's a closer look at the types of authentication factors:

1. Knowledge factors (something you know):

These are login credentials that only the user knows, such as passwords, PINs, or answers to security questions. Knowledge factors are the most common type of authentication but are also considered the least secure due to the risk of being guessed or stolen through phishing attacks.

2. Possession factors (something you have):

These involve something the user physically possesses, like a smartphone, security token, or smart card. Possession factors are generally more secure than knowledge factors because they require an additional physical item that attackers would need to acquire. Common examples include SMS codes sent to a user’s mobile device or authentication apps like Google Authenticator.

3. Inherence factors (something you are):

These are biological traits unique to the user, such as fingerprints, facial recognition, voice recognition, or retina scans. Inherence factors provide a high level of security because they are unique to each individual and are difficult to replicate. This type of factor is commonly used in high-security environments, such as government agencies or financial institutions.

By using multiple authentication factors, MFA creates a layered defense, making it more challenging for attackers to gain unauthorized access.

5 benefits of MFA & why you should use it 

Here are five important benefits for businesses thinking about using MFA. 

• It enhances security. MFA adds multiple layers of security by requiring more than one form of verification, significantly reducing the risk of unauthorized access even if one credential is compromised.
• It protects against credential theft. Since MFA provides multiple authentication layers, even if a password is stolen, additional factors like a biometric scan or a verification code sent to a mobile device make it much harder for attackers to gain access.
• It helps comply with regulatory requirements. Many industries have regulations that require strong authentication methods. Implementing MFA helps businesses comply with PCI DSS, GDPR, and HIPAA standards.
• It reduces the risk of data breaches. By adding extra security layers, MFA helps prevent data breaches, which can save the business from costly fines and reputational damage.
• It improves user trust. Users feel more secure knowing that their accounts and data are protected by multiple layers of authentication, enhancing trust in the organization.

Security risks of MFA

• It can pose usability challenges. MFA can sometimes make the login process more cumbersome, potentially leading to user frustration or reduced productivity if not implemented carefully.
• It is vulnerable to phishing and social engineering attacks. Attackers might still use sophisticated phishing tactics to trick users into providing all required authentication factors, bypassing the additional security layers.
• It relies on secondary factors that can be compromised. If secondary authentication methods (like SMS-based codes) are compromised through SIM swapping or interception, attackers could still gain access despite MFA.

SSO vs MFA: the main differences

Here are five core differences between MFA and SSO:

1. Different goals: MFA enhances security by requiring multiple authentication factors to verify a user's identity. SSO focuses on convenience by allowing access to multiple applications with a single set of credentials; instead of remembering multiple usernames, users can easily sign in once and access all authorized applications they need. 
2. Security vs. convenience: MFA offers stronger protection by requiring multiple authentication methods. SSO, on the other hand, focuses on user convenience, which can lead to vulnerabilities if credentials are compromised.
3. User experience: SSO simplifies the login process and reduces password fatigue. Meanwhile, MFA adds extra steps, which can feel like a hassle to some users but adds extra layers of security.
4. Setup complexity: Setting up MFA involves integrating various authentication methods, which can be complex. SSO requires connecting different applications to one central login, which simplifies user access but can be tricky if not done right.
5. Risk management: MFA minimizes the risk of unauthorized access with extra verification layers, while SSO simplifies access control but can become a single point of failure if hacked.

Both SSO and MFA have their place in your security scheme, depending on what’s more important for your business—security or convenience.

SSO vs. 2FA vs. MFA

When securing access to your systems, understanding the differences between SSO, 2FA, and MFA is crucial. Each method can impact your organization’s security, budget, and user experience. Let’s dive into how these authentication methods compare across key factors.

Cost implications

Implementing MFA or 2FA might involve additional costs due to the need for specialized software or hardware (like biometric scanners or security tokens). SSO solutions can reduce password and user support costs but may require investment in a robust identity management system.

Impact on user experience

SSO enhances user experience by reducing the required logins, while MFA and 2FA may introduce additional steps but offer stronger security. The choice depends on balancing convenience against security measures.

Implications for businesses

Businesses need to consider the nature of their operations, regulatory requirements, and user base when deciding on an authentication method. While MFA offers the highest security, SSO can greatly improve productivity and user satisfaction.

4 important things for selecting the right provider for your organization

If you’re looking for an authentication solution for your business, here are the key things you should consider: 

1. Security needs and compliance requirements

To begin with, consider the sensitivity of the data your organization handles and any regulatory requirements, like GDPR, HIPAA, or PCI DSS, that might mandate specific authentication methods. For high-security environments, a combination of SSO with MFA can provide a balanced approach. 

With Plivo, you get built-in compliance features that help you adhere to regulations without adding extra costs. Plivo's Fraud Shield, for example, protects against SMS pumping fraud, ensuring your authentication processes remain secure and compliant.

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2. User experience and usability

Your authentication method should strike the right balance between security and ease of use, and seamless integration with your current IT infrastructure is key. Plivo simplifies this by offering a reliable OTP solution that integrates effortlessly with your systems, ensuring users get their OTPs when they need them. 

Whether you're using OTPs as part of a 2FA or MFA setup, Plivo guarantees 99.99% uptime, so users never miss a beat. With support for WhatsApp, SMS, and voice call, Plivo provides flexible, secure options to meet your authentication needs without disrupting your existing workflows. 

3. Cost and budget constraints

It’s important to understand the total cost of ownership for your authentication solution, including all associated fees. 

Plivo offers a cost-effective approach: you only pay for the SMS and voice services you use, not for authentication fees. Plus, with Plivo’s pre-registered phone numbers and no monthly rental fees, you can keep operational costs low and predictable.

4. Scalability and flexibility

As your organization grows, your authentication solution should scale with you, accommodating more users, devices, and applications without a hitch. 

Plivo’s solutions are designed to be scalable, supporting global delivery and providing real-time delivery reports so you can track and optimize performance as your needs evolve.

Simplify your MFA rollout with Plivo

Whether you're securing internal systems or protecting customer data, SSO and MFA are crucial for your business. SSO simplifies user access, reducing password fatigue and enhancing user experience, while MFA provides robust protection against unauthorized access by requiring multiple authentication steps.

In today’s digital world, combining SSO with MFA offers the best of both worlds—convenience and robust security. Providers like Plivo make it easy to set up and integrate both, helping you protect your data without sacrificing user experience. 

Request a trial with Plivo.  

Okta will sunset its SMS and voice verification service on September 15, meaning all Okta users need to bring their own provider (BYOP) to continue offering one-time passcode (OTP) verification using these channels. Okta will focus on password-less options like FastPass or FIDO2 WebAuthn. 

While FastPass and WebAuthn undeniably offer advanced security features, we believe SMS and voice authentication methods remain relevant in enterprise environments. There are compelling reasons enterprises should continue using Plivo with Okta for SMS and voice OTP authentication. Not only that, but Plivo makes it easy to integrate with Okta and make sure your customers never experience a delay, miss an OTP, or get frustrated trying to log in. 

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Here are some key benefits and considerations that make these channels both a viable and valuable choice for businesses today.

6 SMS and voice OTP advantages

1. Universal accessibility and compatibility

The wide user reach makes SMS and voice verification a good option for global enterprises. SMS and voice authentication methods are not limited by the type of device a user has. Whether someone is using a basic feature phone or a high-end smartphone, SMS and voice work seamlessly across all mobile devices. Users don’t need to install specific applications, possess hardware tokens, or have smartphones.

Using multiple channels for OTPs also creates redundancy that fosters greater reliability.  SMS and Voice OTPs serve as reliable backup methods when primary authentication methods fail or are unavailable due to technical issues or user device problems. This redundancy ensures continuity and reduces the risk of access interruptions.

Did you know? Plivo also supports WhatsApp, with email and RCS messaging coming soon!

This inclusivity ensures users can participate in secure authentication processes regardless of their technological capabilities or resources.

2. Ease of integration

On the business side, most enterprises already support SMS and voice OTPs, making these methods easy to maintain and expand. This established infrastructure reduces the need for significant investment in new systems, allowing businesses to continue leveraging their existing resources. Plivo’s Verify API integrates seamlessly, allowing developers to slash implementation time by 90%.

3. User familiarity and convenience

Because OTPs enjoy global reach, the process is straightforward and familiar to most users. The simplicity of receiving and entering a code into a system makes SMS and voice OTPs convenient for users of all ages and technical proficiency levels. This familiarity reduces the need for extensive training and support, enabling smoother adoption and fewer usability issues.

For developer teams, unlike advanced authentication methods that may require setup, enrollment, or understanding of new technologies, SMS and voice authentication can be deployed immediately. Plivo’s Verify API is ready to go in just one sprint.

4. Support for non-corporate users

Not all users interacting with an enterprise's systems have corporate-managed devices or can install apps like FastPass or use WebAuthn’s advanced features. Contractors, remote workers, and temporary workers still need a way to secure their accounts without requiring corporate IT involvement. OTPs allow for secure authentication without complex device management policies, making them ideal for BYOD and hybrid work scenarios.

5. Affordable and scalable

OTPs have low initial investment costs: enterprises do not need to purchase and distribute hardware tokens or ensure all users have compatible devices. This reduces the upfront costs associated with more advanced authentication methods.

SMS and Voice services can be easily scaled up or down based on demand, allowing businesses to adjust their authentication capabilities without significant additional costs or logistical challenges. Plivo offers flexible pricing models, enabling organizations of all sizes to adopt these methods economically. Plus, Plivo Verify comes with:

• Zero authentication fees
• Fraud Shield for free
• No regulatory overhead
• No need to purchase numbers
• Reduced technical support costs
• No monthly phone number rental fee

Supporting advanced authentication methods can increase technical support needs due to issues like setup, device compatibility, or app installations. SMS and voice-based methods, however, are simple and intuitive, requiring little to no user guidance and reducing the burden on IT support.

6. Meet compliance standards  

In some industries, such as finance and healthcare, and in certain regions, SMS and voice OTPs are recognized and accepted methods for multi-factor authentication. These methods help enterprises meet regulatory requirements without the need to adopt newer technologies that may not yet be standardized.

Plivo is HIPAA, GDPR, and PCI DSS compliant, with SOC 2 and ISO 27001:2022 certification.

Get started with Plivo

While modern authentication methods like FastPass and WebAuthn offer enhanced security, SMS and voice OTPs remain relevant and valuable for all businesses. Their universal accessibility, ease of use, cost-effectiveness, and role as a reliable backup make them indispensable in various enterprise contexts.

Okta users can integrate Plivo in five minutes or less. Our off-the-shelf API is designed to “go live in one sprint.” With a 95% OTP conversion rate and the lowest costs per conversion, Plivo’s Verify API is well suited for businesses of all sizes. Learn more to ensure secure, inclusive, and resilient access for all users, regardless of their technological capabilities.