Administration Frequently Asked Questions

For frequently asked questions about all services and support, see the PacketFabric FAQ.

Account administration and support

How do I receive maintenance notifications?

An administrator needs to add you as a company contact with the Technical role.

For more information, see Maintenance Notifications.

What is the difference between users and contacts?

Users can log in and access the portal. Contacts cannot.

You can create a contact representing someone who is also a user, but this is a manual step and does not happen automatically.

Because contacts do not need credentials, you can use an email distribution list in the contact details. This might be useful when handling maintenance notifications.

For more information, see the following:

What is my support level?

All PacketFabric customers have access to 24x7 support.

To open a ticket, email or call 1-844-475-8322 ext. #2.

For more information, see the following:

User credentials and authentication

How long can I remain logged in?

User authentication sessions expire after 30 days, at which point you will be prompted to log in again.

What authentication apps do you support with MFA?

You can use any authenticator app that supports the Time-based One-time Password algorithm (TOTP). We have tested and confirmed compatibility with the following:

Google Authenticator
Microsoft Authenticator
LastPass Authenticator

I have MFA enabled on my account, but I have lost my authenticating device. What should I do?

If you saved the backup codes you received when you enabled MFA, you can use one of those to access your account and set up a new device.

If you don’t have your backup codes, have an account admin contact and we’ll work with them to restore your account.

If you are the only account admin, we will work with you directly to restore your account, but we will need to verify your identity via at least two contact methods.