1. Introduction
At LanguageWire, protecting our TMS and the data entrusted to us by our clients and language experts is a key priority. With this commitment to security, all users of the LanguageWire TMS are required to enable and use Multi-Factor Authentication (MFA) when signing in.
The details of the setup procedure and MFA login process are described in this guide, which also includes FAQ and Tips.
1.1 What is MFA?
Multi-Factor Authentication (MFA) is an additional layer of security that reduces the risk of unauthorised access to LanguageWire TMS by requiring authentication in two steps. When logging in, you will need to provide two forms of verification:
- Your credentials (email & password)
- A verification code provided through an authentication app or via a browser extension on your laptop
Before choosing a method please note:
- Phone authentication app allows you to authenticate and log in to any device and multiple devices.
- Browser extension, once installed, limits you to use that one PC for all your login sessions.
In this guide, you will find information on how to;
- Set up Multi-Factor Authentication
- How to log in once set up
- Instructions for how to replace the authentication method
- Tips & frequently asked questions
2. How to set up Multi-Factor Authentication (MFA)
First, choose if you are to use a Mobile Application or a Browser extension; you can only choose one.
- Mobile Application
- Can only be installed on ONE phone at a time
- Allows you to authenticate and log in on multiple devices
- LanguageWire recommends the MS Authenticator App
- Browser Extension
- Can only be installed on ONE laptop/computer
- Only supports login on the same device as the authenticator
2.1 Install the preferred Authenticator
Follow the guide for the selected authentication method
2.1.1 How to install a mobile application on your smartphone
2.1.1.1 Open the App Store on your phone
2.1.1.2 Choose the application you want to use (LanguageWire recommends MS Authenticator)
2.1.1.3 Follow the guidelines for installing according to the App
2.1.1.4 Proceed to: 2.2 How to complete the setup of the MFA solution for your LanguageWire profile
2.1.2 How to set up a Browser Extension Authenticator
If you don’t have a phone device that is compatible with the Microsoft Authenticator or Google Authenticator apps, you can install an add-on Browser Extension Authenticator to your browser, and use this to perform the two-factor authentication directly from your browser on your laptop.
We recommend using the add-on called “Authenticator”, which is compatible with Google Chrome, Microsoft Edge and Firefox. To install “Authenticator”, click on the following link below
Example from Two-factor authentication in your browser
Browser authentication extension screenshot example
Once you have the authenticator installed, you can start with the MFA setup procedure. Proceed to: 2.2 How to complete the setup of the MFA solution for your LanguageWire profile.
2.2 How to complete the setup of the MFA solution for your LanguageWire profile
2.2.1 Go to the LanguageWire platform login page.
2.2.2 Enter your username (email) and password and click Log in. After clicking on the Login Button, you will see the following screen (QR code damaged in example)
2.2.3 On the LanguageWire TMS login screen, give the device you will use for authentication a name. For example, if you have installed the add-on, browser extension Authenticator on your laptop, you can name the device “My laptop”.
2.2.4 ONLY for Browser Extension (for App jump to "2.2.5" )
2.2.4.1 Click on the “Authenticator” symbol in the top right-hand corner of your browser.
2.2.4.2 In case you don't see this symbol in your browser, you can find it by clicking on the “Extensions” symbol.
2.2.4.3 Find “Authenticator” and click on the pin icon.
2.2.4.4 The Authenticator symbol will now appear in your browser. After clicking on the Authenticator symbol, click on the square box with a horizontal line.
2.4.5 For Mobile App & Browser: Scan the QR code:
2.4.5.1 On phone – follow instructions in the App on how to scan a QR code. In MS Authenticator, select the QR icon to scan QRs (bottom right corner) and scan the QR code with your Authenticator app by pointing your phone’s camera at the QR code displayed on your computer. You can also add the LW account to your MS Authenticator by tapping on the + icon (upper right corner), choosing Work or school account (in this case Work), and then scanning the QR code again. Your LW account should now appear in the Authenticator app.
If you are unable to scan the QR code, please click the Unable to scan? button. A key will appear on the screen. Enter this key in your authenticator app on your phone.
2.4.5.2 In the browser, click on the Authenticator symbol, click on the square box with a horizontal line, and use your cursor to mark the QR code to allow the browser to read it
2.4.6 After scanning the QR code or adding the key, the LanguageWire account will be added to your authenticator. You will then see a 6-digit verification code generated for that account. This is the code you will need to enter to complete the MFA setup
Example from Google Authenticator
Example from Browser Extension Authenticator
2.4.7 Return to the MFA configuration on the LanguageWire TMS login screen and enter the 6-digit code that appears in your authenticator browser extension. Please note that a code is only valid for 30 seconds. If you run out of time, the authenticator will automatically produce a new code valid for a new 30 seconds.
Note: We recommend you type in the code manually in each case (for both options: mobile app or browser extension), as copy-pasting it can cause problems, or the code may not be picked up and inserted correctly.
If the information you entered was correct, you will see the following screen, where you can create a new password for your account:
The requirements for the new password are:
- 13 characters or more.
- At least one upper case letter.
- At least one lower case letter.
- At least one special character.
- Does not contain your username or email.
- Is not a password previously used.
continue with the login, follow thee
2.4.8 Submit your new password, and you will be logged into the LanguageWire TMS and will have completed the MFA setup procedure.
When you log in next time, please follow the guide for 3. Login process after MFA is set up and keep this guide at hand if you run into any unforeseen issues using our FAQ.
3. Login process after MFA is setup
You will now be required to use your authenticator tool every time you log in to the LanguageWire TMS. You use either the browser extension or the mobile app.
3.1. Login process: browser extension
To log in, please follow the steps below:
3.1.1 Go to the LanguageWire TMS and log in using your username and newly created password.
3.1.2 After clicking the Log in button, you will continue to the “Verification code” page, keep the page open
3.1.3 Open your authenticator tool (application or browser extension). It will display a one-time code (see example below)
Example from Google Authenticator
3.1.4 Manually type in the 6-digit code into the LanguageWire “Verification code” page. Click “Login”, and you will have successfully signed into the LanguageWire TMS.
3.2. Login process: mobile authenticator app.
To log in, please follow the steps below:
3.2.1 Open your authentication tool and have it ready.
3.2.2 Go to the LanguageWire platform login page and login using your username and created password.
3.2.3 After clicking the Log in button, the following screen will appear:
3.2.4 Go to your phone and approve the login request:
- you will most likely receive a notification prompt on your phone to approve the request.
- Open the notification
- Your app will then ask you to add the 2 digit code from the browser window
- Complete the approval steps as asked for by the app, and then choose yes.
Example from MS Authenticator
3.2.5 Now you are signed in to the LanguageWire TMS.
Note. If you don’t receive the Authenticator notification prompt to approve the request, open your Authenticator app manually. Choose the LW profile setup in the app, and you should be able to complete the entry of the 2-digit code from the browser login page and approve the login.
4. How to re-install or replace your MFA setup
When you need to replace the device on which you have installed your authentication solution on you need to follow this guide. One for each type of authentication.
Note. You can only install the authentication app and credentials on ONE smartphone at a time. You must complete the uninstallation before beginning a re-installation or new installation.
IMPORTANT! If your phone is lost or stolen, please contact the LanguageWire support for assistance. Send an email to helpdesk@languagewire.com with subject line “MFA device lost”. Include the email used for your LW profile and when, where and how the device was lost/stolen.
4.1 How to re-install authentication on a smartphone
4.1.1 Remove your LanguageWire account from the Authenticator app on the phone you are to uninstall from.
4.1.2 Uninstall the app from your old smartphone before setting it up on the new one.
4.1.3 Go to the LanguageWire TMS login page.
4.1.4 Enter your username (email) and password and click on Log in.
4.1.5 After clicking on the Log in button, choose "I don't have access to my authenticator app".
4.1.6 Enter your email address to reset your credentials.
4.1.7 You will then receive an email which will guide you through the process of updating your password and setting up the MFA configuration on your new device.
4.1.8 Continue by following the same steps as when first installing MFA: 2.2 How to complete the setup of the MFA solution for your LanguageWire profile
4.2 How to re-install authentication using a browser extension:
If you change your laptop and need to reconfigure your MFA setup, please follow the instructions below.
4.2.1 Send an email helpdesk@languagewire.com with the subject line “Replace authentication device”. In your email, provide us with:
- your email address used to access LW TMS
-
informing us that you want to replace a browser extension authentication
4.2.2 Mention the reason for your request for us to have a good understanding of why redoing the MFA steps is necessary.
4.2.3 While you wait for our reply, complete the installation of the authentication extension: 2.2.2 How to setup using a Browser Extension Authenticator
4.2.4 LW Support will send you a credential reset email providing a link to allow you to install a new authentication for your browser.
- The old authentication will stop working as soon as this is done
- The reset link in the email is active for 3 business days
4.2.5 Using the link, continue by following the instructions provided in 2.3 How to complete the setup of the MFA solution for your LanguageWire profile
5. Tips & FAQ
5.1 Tips
- APPLICATION AUTHENTICATION TIP. MS Authenticator is the application we recommend, as it is the most stable authentication tool, and the one preferred and recommended by LanguageWire.
- TIPS FOR CREATING A HELPDESK TICKET. When writing a HelpDesk ticket email, please make sure to clarify if you are trying to authenticate via the phone application authenticator or browser extension. Please send your email to helpdesk@languagewire.com and provide a clear explanation of your problem, including screenshots (better than attaching files).
- COPY-PASTING THE CODE WILL FAIL. Please note that copying and pasting the code from the Authenticator app or Browser Extension will not work. You always need to type in the code manually.
5.2 FAQ
Here you will find the most frequently asked questions and their answers:
5.2.1 Using smartphone and authenticator app – what to do if you change your phone or you need to reset on the same phone.
If you are to change or replace the smartphone currently in use for authentication and/or you are asked to reset the credentials on your existing phone, follow the instructions in section 4. How to re-install or replace your MFA setup
5.2.2 Using browser extension authenticator – what to do if you change your laptop?
If you are to change or replace the computer currently in use for authentication and/or you are asked to reset the setup, follow the instructions in section 4. How to re-install or replace your MFA setup
5.2.3 The authentication code “timed out”: What do I do?
The code generated by the Authenticator app or Browser Extension is valid for only 30 seconds. Once it expires, a new code is automatically generated, and should be used to enter into the login session. There is no need to contact the helpdesk@languagewire.com to obtain a new code. We recommend having your authentication tool open before asking the system for the authentication code. Ensure you have everything set up to fill in the code manually once it appears.
5.2.4 One-time code is not showing in the MS Authenticator app
If the one-time code is not showing in your MS or Google Authenticator app on your device, please follow the below troubleshooting steps:
- Check out these video instructions
- Enable Notifications: Ensure notifications are enabled for the Authenticator app in your phone's settings to receive push prompts.
- Manually Refresh: Open the app, select the account, and pull down to refresh for any pending 2-digit codes.
- Check Time Settings: Verify your phone's date and time are set to "Automatic." The app requires accurate time-based algorithms.
- Check Internet/VPN: Disable VPNs, which can interfere with connectivity. Switch from Wi-Fi to cellular data to see if the prompt appears.
- Re-add Account: If the app was recently reinstalled or the phone changed, remove the account and re-add it using the QR code at aka.ms/mysecurityinfo.
- Update App: Ensure you are using the latest version of the app from the App Store or Google Play.
- Alternative Methods: If the app still fails, use an alternative verification method, such as SMS
5.2.5 I’m failing to add a second authentication option to my profile. Why?
Our registration system supports only one registered authentication device at a time. This means that if you use two phones, you will only be able to register and log in on one of them.
5.3.6. I tried logging in many times without success, and now my account is blocked.
If you have 5 failed attempts to insert your password, your account will have a 12h block, which cannot be unlocked by LW. If you make an attempt and it fails, and you believe it was a typing error on your part, wait one full minute (min 60 seconds) before testing again, to ensure protective scripts will not prevent the new attempt with the correct password typed in to succeed.
If by attempt 4 you still have a failure to proceed (i.e. provide a password accepted by the system), please email helpdesk@languagewire.com with subject line “Password attempt failed”, include the email used to access your account, and ideally your LW TMS user ID. Describe what has gone wrong, what authentication method you are using, and we will assist you.
Note that if we provide you with a “Password recovery link”, this is only valid for 20 minutes from the time of us sending it to you. If we provide you with a “Credential reset link”, this is valid for 3 days and you would need to complete steps in section 4. How to re-install or replace your MFA setup.
5.2.7 If you have not logged in to the TMS within the past two years
If you haven’t logged in to the TMS in the past 2–3 years, your account needs to be updated to work with the new login system. Send an email to helpdesk@languagewire.com with the subject line “Activate account after >2 years of inactivity” and provide us with your full name, email used on the user account, and user ID in LW TMS (if you have it), and we will initiate the process of creating updated credentials.
You can prepare by pre-installing either the MS Authentication app on your smartphone, or having ready the Chrome Browser Authentication. We will provide you with a credential activation link, which will be valid for 3 days.
5.2.8 Issues with MFA caused by internet and browser limitations
If you are experiencing issues with MFA due to internet and browser limitations, please follow the procedure below.
A small note : our recommended browser is Google Chrome and MS Authenticator, but in case you cannot use this browser or app, you can use any other and follow the steps for the browser extension authenticator installation. However, please make sure that if you are opting for a browser extension, you are not using the application authenticator at the same time, as it will create a conflict (if you are/tried using app authenticator at the same time as browser extension, and wish to proceed with browser extension, make sure you remove the LW account from the authenticator app and uninstall the app first).
Steps:
Many authentication extensions only load if the site is in a trusted zone.
- Open Internet Explorer (or browser of your choice)
- Go to Settings (Gear icon) → Internet Options
- Open the Security tab
- Select Local intranet (or Trusted sites)
- Click Sites → Advanced
- Add the domain (e.g. https://yourcompany.com)
- Click Close → OK
This step is required to allow automatic login or to load certain add-ons.
- Enable the authentication extension in Add‑ons
- In IE, go to Settings → Manage add-ons
- Under Show: select All add-ons
- Look for your extension, for example:
- “Authentication Helper”
- “Single Sign-On Add-on”
- “ActiveX Authentication Control”
- Select it → click Enable
- If you don’t see it:
- It might not be installed
- It may be blocked by group policy
- It may require running IE with admin rights
- If you don’t see it:
- Allow ActiveX controls (if the extension uses them). Some authentication modules rely on ActiveX.
- Go to Internet Options → Security → (Zone) → Custom level…
- Enable:
- Run ActiveX controls and plug-ins
- Download signed ActiveX controls
- Script ActiveX controls marked safe for scripting
- Click OK
Only do this in Trusted Sites or Intranet, NOT Internet zone.
- Add the site to Trusted Sites or Local Intranet
Note: If the limitations issues persist, consider using a VPN connection if possible.
6. Support
If this guide tells you to ask for support, or you have not been able to find the answer to your question and need, please send an email to helpdesk@languagewire.com, ensuring to provide the following:
- The email used for your LanguageWire TMS login
- If available – your used ID from the LanguageWire TMS
- A description of the issue or question you have
- Please include relevant links
- Please include screenshots of what you see, especially if it is not showing you what you expected.
- Information about the current MFA solution and status
- Include “MFA Process Support” in your email subject