Virtual Marketplace MFA FAQ

What is Multi-factor Authentication (MFA)? 

Multi-factor authentication (MFA) is a multi-level verification process that requires users to provide additional information beyond just a password during account logins or during other activities that are considered high risk, such as transferring funds.  

For instance, apart from the usual password, users may also need to input a code delivered to their email, respond to a security question, or provide a fingerprint scan. This secondary verification step can aid in restricting unauthorized access to accounts, particularly if the system password is at risk or has been breached. 

 

Why is Mattel adding additional security measures for the Marketplace? 

Security is a high priority for us at Mattel Creations. To better protect your accounts, wallets, and virtual collectibles on virtual.mattel.com, any high-risk login attempt or transaction made will require MFA to continue on the Marketplace. "High-risk" transactions include listing and transferring virtual collectibles, as well as transferring your Flow account balance.  

 

How does MFA impact my access to Mattel Creations? 

Currently creations.mattel.com does not yet require MFA. Therefore, you will be able to access your account and save settings as usual to make your virtual collectibles purchases, open and claim packs, and see your virtual collectibles as part of your collection without MFA.  

 

What verification methods can I use? 

We offer email verification by default to all our customers. You can also add another verification method: authentication via an authenticator app, and authentication via SMS.

 

What will my login experience be once MFA is enabled? 

The login experience will stay the same. The only difference you will notice is that you will be asked to verify your identity beyond your password upon login when your login attempt has been identified as high risk, and for higher risk transactions such as listing and transferring virtual collectibles, as well as transferring your Flow account balance.  

 

I am not seeing the page to login or authenticate. What do I do? 

You will need to enable pop-ups from our site in order to view the page to log in or authenticate. 

 

How often do I have to reauthenticate? 

If your login attempt has been identified as high risk, you will need to reauthenticate. Also, you may need to reauthenticate for higher risk transactions such as listing, transferring, purchasing, and selling virtual collectibles, as well as transferring your Flow account balance. 

 

Do I have to reauthenticate through MFA separately for each browser or device? 

The need to reauthenticate is only determined by the risk of the login attempt or the type of transaction, not by the browser or device used to conduct the login attempt or transaction.  

 

Can I change my MFA verification method? 

Email will be your standard MFA verification method, and cannot be deleted. If you wish to add another method, such as an authenticator app or SMS, or change your preferred MFA verification method, you can change it by going to your Security Settings. You will find the Security Settings page in the menu dropdown that shows up when clicking on your profile icon in the top right corner of the Marketplace website. You can then click the “Change MFA Method” button and follow the on-screen instructions.  

Please be aware that once you click the Change MFA Method button, you will be unenrolled from the MFA method (authenticator app or SMS) and will stay unenrolled until you finish your enrollment to the newly chosen factor. To complete the enrollment, check your inbox for an email titled “Complete Setup for Multi-factor Authentication.” Within the email, click “Complete Setup,” and follow the instructions on the open browser to complete the MFA setup. 

 

What applications/systems are currently protected with MFA? 

Currently, only the Marketplace (virtual.mattel.com) is protected with MFA. Please be aware that if you use your Mattel Login account on Mattel Creations (creations.mattel.com) or on any other Mattel apps and services, you will not be protected by MFA in those systems.  

Please always consider using additional methods to keep your online account secure. While MFA is an additional layer of protection, please also change your password frequently and do not use the same password across multiple accounts, to minimize the risk of unauthorized access to your account.  

 

Will I be prompted for MFA when outside the United States? 

Yes. The MFA rules for our Marketplace apply globally.  

 

How do I login if I do not have my phone with me? 

You will always be able to reauthenticate via your email as an option. 

 

What should I do if I’m planning to switch phones? 

You have several options:  

1. Transfer your secret key to your new phone. You can use the instructions here: https://authenticator.cc/docs/en/export-and-import.html#:~:text=In%20Google%20Authenticator%2C%20tap%20on,Verify%20your%20identity.
2. Switch to the email option until you have your new phone ready to set up either an authenticator app or SMS for your MFA.
3. Use your recovery code. 

 

Who do I contact in case of issues with setting up MFA? 

If you should have any questions or have any trouble with enrollment, please contact https://creations.mattel.com/pages/contact-us.