Frequently Asked Questions

Refer to the FAQs below for some common issues encountered during login. If you need further assistance logging in, please open a support ticket.

General Login Questions

My email/username or password is not working or my account seems to be locked.

The most common reason for failed login is that the user entered their username or password incorrectly. This may include:

    1. Copying and pasting a password with an extra space at the end of the password, or
    2. Using an older or newer email that does not match what Aon has on record, or
    3. Accidentally turning on the Caps Lock function on your keyboard, or
    4. Incorrectly spelling the password (click on the eye icon to reveal the password text).

It is also possible that your account may have expired or is locked out due to too many failed login attempts. If you are still having trouble with your login credentials, we are happy to assist.

How do I reset my password?

To reset the password on your account, enter your username on the login page and click “Next”. On the next page, click the "Forgot Password?" link and follow the instructions.
 

 

I did not receive a welcome email or a password reset email. How can I request it?

Please check that the email did not go to an email spam folder. Look for the following email address: HcsOkta@aon.com. The subject line says “Welcome to Aon Okta” or “Your Radford Network Password was Reset”. Reach out to us if you still cannot locate the email.

How frequently will my password expire?

Our security policy requires passwords to be changed every 90 days. When your password needs to be changed, you will be prompted when you login.

 

Multi-Factor Authentication (MFA) Related Questions

What is multi-factor authentication (MFA) and what are the methods for authentication?

MFA adds an extra layer of protection to user accounts by requiring users to provide multiple forms of authentication to access their accounts. Radford Network users will be required to enter a password and a secondary authentication method which can be through an SMS text message, a voice call or a push in the Okta Verify app.

Can I opt out of MFA?

No. MFA is a proven industry standard and a best practice in identity security.

How do I set up the Okta Verify app on my mobile device?

Okta Verify is the first choice available on the “Set up security methods” screen. If you do not already have it installed, download the Okta Verify app from the app store on your mobile device. Next, scan the QR code presented on the screen to add your Aon authenticator (iam-ext.aon.com) to Okta Verify. You are now ready to use either a code or a push notification to authenticate into the application.
 

 

How do I add additional authentication methods?

During the initial MFA setup, you can choose to configure multiple authentication methods, or can decide to set them up at a later time. If you decide to add an additional method after the initial setup, you can select the "Verify with something else" link to have a new method configured.

I have already set up MFA, but when I try to log in and authenticate using one of the alternative methods, I am unable to do so because:

 
    1. I did not receive an SMS message as expected, or
    2. I did not receive a voice call as expected, or
    3. I did not receive an Okta Verify push notification, or
    4. The Okta Verify authenticator code is not working.

During the initial MFA setup, you can choose to configure multiple authentication methods, or can decide to set them up at a later time. If you decide to add an additional method after the initial setup, you can select the "Verify with something else" link to have a new method configured.

I cannot perform additional verification as I no longer have my mobile device or I have a new mobile device.

Please contact us and we can help you reset your MFA configurations.

Will I incur roaming charges when I perform MFA authentication via the phone while travelling abroad?

You may incur additional charges receiving SMS messages or voice calls while traveling abroad. Please check with your mobile service carrier.

I recently changed companies. Can I use the same phone number to authenticate on the new account?

Yes, you may. If you access the Radford Network using a different employer account, you will be prompted to configure MFA upon your first login. You may choose to use the same phone to authenticate for this new account.