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  • Two-step verification for enhanced security

    Frequently asked questions

    What is two-step verification?

    Two-step verification is a website verification method that ensures that only the true owner of an account can access it by requiring a user to enter a verification code that is sent directly to them (users will receive an email). The user must enter that code in a designated field on the site before they can successfully log in and access their account.

    How will two-step verification impact my experience with MyProtective.com?

    Two-step verification will minimally impact your experience and enhances the security of your account, providing greater protection from unwanted access and protecting your data and your clients’ data.

    Today, you provide your username and password to log in to the site. With two-step verification, you will be prompted to provide an additional “factor,” also known as a “verification code” sent to you by email to access your account. You will enter this code in the designated field after you enter a valid username and password.

    You will be required to go through this process every two weeks or more frequently if you log in from a different device, browser, browser version, Wi-Fi network or IP address. Note - Your IP address can change based on your physical location or if logging in from a device that uses dynamic IP addresses like a mobile hotspot.

    Why is two-step verification being implemented?

    Protective Life continually makes security enhancements and recognizes that protecting the privacy of personal information is an important responsibility. Our online safeguards help protect your information and the information of our mutual customers. To keep our online environment protected, two-step verification will add another layer of security to MyProtective.com.

    Will I be required to enter a verification code every time I log in to MyProtective?

    No. However, you will be required to go through the two-step verification process every two weeks or more frequently if you log in from a different device, browser, browser version, Wi-Fi network or IP address. Note - Your IP address can change based on your physical location or if logging in from a device that uses dynamic IP addresses like a mobile hotspot.

    I successfully logged in to my MyProtective.com account through the two-step verification process within the last two weeks. Why am I being prompted to provide a verification code again?

    You may be receiving a prompt for a new code if you are attempting to…  

    • Log in using a different browser than you usually do.
    • Log in using a browser that has been updated since your last login. (Keep in mind that some browsers are configured to update automatically so you may be prompted as frequently as your browser automatically updates.)
    • Log in from a different computer, device or IP address than you usually do.
    • Log in from a different Wi-Fi network than you usually do.
    • Log in using a mobile hotspot or device that uses dynamic IP addresses.

    I received my verification code by email and successfully logged in to the site. Do I need to save this email and code for future logins if I am prompted to enter a code on MyProtective.com?

    No. You will be sent a new email with a new verification code to enter whenever you are prompted for two-step verification.

    I received my verification code by email, but it is not accepted. What do I do?

    The verification code will expire after 20 minutes if not entered in the site within that time.

    To receive a new email with a verification code, select the link to ‘Resend verification code’ on the page that asks for your verification code to complete login. The new email will have a valid verification code that you can submit to successfully log in.

    I entered my verification code multiple times, but now my account is locked. What do I do?

    If an incorrect verification code is submitted multiple times, the account will automatically be locked. Contact your internal wholesaler for assistance.

    I am being prompted to enter my verification code, but I do not have access to the email associated with my MyProtective.com account. What do I do?

    If you do not have access to your account’s email address, contact your internal wholesaler for assistance.

    I share a MyProtective.com account with a colleague/assistant. How will two-step verification work for us if there is only one email address associated with the account?

    MyProtective.com login credentials should never be shared. If your support staff needs access to MyProtective.com, individual sub-user accounts can be created.

    MyProtective.com sub-users will also be required to go through two-step verification. While primary account users can create sub-user accounts, edit information and change access privileges, sub-users set their own unique usernames and passwords through a simple email validation process.

    Review the sub-user maintenance process here.

    ADMIN.2914962 (07.21)