Overview

The Request MFA AI feature in LedgerSync automates the process of collecting a Multi-Factor Authentication (MFA) code from your client on your behalf. Instead of manually contacting your client for a verification code, LedgerSync AI handles all communication, collects the code, inputs it automatically, and notifies you when the data is ready — so you can focus on what matters.

Purpose

This feature is available to accounting firms using LS Premium Bank Connections. It is designed to remove the back-and-forth between the accountant and the client when a bank requires MFA verification to complete a connection or data extraction.

When Does the Request MFA Button Appear?

⚠️ Important: The Request MFA button will only appear on the Summary page of a bank connection when LedgerSync detects that an MFA verification code is specifically required to proceed with that connection.

If the bank connection does not require MFA at that time, the Request MFA button will not be visible on the Summary page. You do not need to take any action in this case.

When NOT to Use the Request MFA Button

The Request MFA button is designed exclusively for collecting a one-time MFA verification code from your client. It is not to be used in the following situations:

❌ Restoring bank credentials — If a bank connection has failed due to invalid or expired login credentials, do not use the Request MFA button. Use the Update Credentials option instead.

❌ Invalid username or password — If the connection is failing due to an incorrect username or password, this must be resolved through the appropriate credential update process. Banking credentials — including usernames and passwords — should never be requested or shared via text message or email under any circumstances. This is a security requirement and LedgerSync does not support the collection of banking credentials through this feature.

If you are unsure whether your connection issue is MFA-related or credential-related, please contact the LedgerSync support team before proceeding.

When NOT to Use the Request MFA Button

The Request MFA button is designed exclusively for collecting a one-time MFA verification code from your client. It is not to be used in the following situations:

❌ Restoring bank credentials — If a bank connection has failed due to invalid or expired login credentials, do not use the Request MFA button. Use the Update Credentials option instead.

❌ Invalid username or password — If the connection is failing due to an incorrect username or password, this must be resolved through the appropriate credential update process. Banking credentials — including usernames and passwords — should never be requested or shared via text message or email under any circumstances. This is a security requirement and LedgerSync does not support the collection of banking credentials through this feature.

If you are unsure whether your connection issue is MFA-related or credential-related, please contact the LedgerSync support team before proceeding.

How It Works — Step by Step

Step 1 — Trigger the MFA Request
Navigate to the Summary page of an LS Premium Bank Connection that requires MFA verification. Click the Request MFA button to initiate the AI-driven flow.

Step 2 — Select the Contact Method
A selection screen will appear displaying all phone numbers and email addresses associated with the client account. Select the preferred contact number or email address and choose whether the client should be contacted via text or email.

⚠️ Important: Please ensure you select a direct phone number or personal email address. Shared inboxes cannot action the MFA reply and will cause the flow to stall.

Step 3 — AI Contacts the Client
LedgerSync AI sends an automated message to the client asking if they are available to provide their MFA verification code.

Step 4A — Client Responds Yes

• AI initiates the bank connection in the background
• Once the connection is ready and the MFA code is required, AI sends a follow-up message to the client requesting the code
• The client replies with the MFA code via text or email
• AI reads the code and automatically inputs it into the bank connection
• The connection runs and data is extracted successfully
• You will receive an email or in-app notification confirming the data is ready to view

Step 4B — Client Responds No or is Unavailable

• AI sends an automated follow-up message to the client asking when they will be available
• The client selects a preferred retry time:
  • 1 hour
  • 2 hours
  • 4 hours
  • Custom time of their preference
• AI schedules the follow-up automatically and retries the flow at the chosen time
• You do not need to take any action — AI will chase the client on your behalf

Step 5 — You Are Notified
Once the bank connection is successfully completed and data has been extracted, you will receive an email or in-app notification confirming everything is ready to view in LedgerSync.

Monitoring the MFA Request — Live Status Banner

While the MFA flow is active, a live status banner will appear on the connection Summary page showing real-time updates on the progress of the request. The banner includes a timestamped activity log so you can see exactly what has happened at each stage, for example:

• 🕐 10:32 AM — MFA request sent to client via text
• 🕐 10:45 AM — Client responded — available in 1 hour
• 🕐 11:45 AM — Follow-up MFA request sent
• 🕐 11:47 AM — Client provided MFA code
• 🕐 11:51 AM — Data extracted successfully — ready to view

Cancelling an MFA Request

If you need to cancel an active MFA request at any time, click Cancel on the live status banner. LedgerSync will automatically send a message to the client advising them that the request has been cancelled by their accounting firm and that no action is required on their end. Your firm will need to re-initiate the Request MFA flow when ready.

Important Notes & Tips

• Always select a direct phone number or personal email for the client — avoid shared inboxes as they cannot action the MFA reply
• If the client has multiple contact methods on file, you will always be prompted to choose before any message is sent
• The MFA flow is fully automated once initiated — you do not need to monitor it or follow up with the client manually
• If the client does not respond within the set time window, the request will expire and you will be notified so you can re-initiate if needed
• The activity log within the status banner is saved after the flow completes for future reference

Frequently Asked Questions

Q: What happens if the client replies after I have already cancelled the request?
A: If the MFA process has been cancelled, any reply from the client will not be processed. The client will have already received an automated message advising the request was cancelled. You will need to re-initiate the Request MFA flow when ready.

Q: What if the MFA code the client sends has already expired?
A: MFA codes are time sensitive. If the code has expired before AI can input it, the system will notify you and the client so the process can be retried.

Q: Can I see a history of past MFA requests for a connection?
A: Yes — the timestamped activity log within the live status banner is saved after the flow completes and can be referenced at any time from the connection Summary page.

Q: What if the client is not available for an extended period?
A: The client can select a custom time of their preference when responding to the AI follow-up. If the client does not respond at all within the retry window, the request will expire and you will be notified to re-initiate.

Need Help?

If you experience any issues with the Request MFA AI feature, please contact the LedgerSync support team via live chat or submit a support ticket to support@ledgersync.com and our team will be happy to assist.