To enhance account security and align with global cybersecurity standards, Fusemail Webmail is implementing mandatory Two-Factor Authentication (2FA). This guide provides setup instructions for users and technical management protocols for administrators.

The Rollout Plan

• Phase 1.A: Soft Enrollment May 18, 2026 - June 14, 2026: Upon log in to the webmail portal, users land on the setup screen but can bypass it by selecting “Mail” or any other option from the navigation menu. This ensures awareness without immediate work stoppage.
• Phase 1.B: Enforcement June 15, 2026: The bypass option is removed. Users must complete setup to access mailbox functionality.
• Phase 2: App Passwords (Upcoming): We will soon release App Passwords for IMAP/SMTP connections. Prepare for a second communication phase regarding external email clients in the coming months.

We have provided an End-User Setup Guide below that you may copy and share with your end-users. 

Part 1: End-User Setup Guide

Users: Follow these steps to secure your account before the June 15, 2026 deadline.

Step 1: Authenticator App

On your mobile device, download an authenticator app from the Apple App or Google Play Store. Supported apps include:

• Google Authenticator
• Microsoft Authenticator

Step 2: Link Your Account (The “One-Click” Method)

1. Log into your Fusemail Webmail portal
2. Upon login, you will see the security setup screen

3. Click “Fill All Fields (make sure you click Save to store your settings)” to automatically generate your Secret Key and Recovery Codes
4. Open your authenticator app, select “Scan QR Code” and scan the QR code shown on your computer screen
5. Enter the 6-digit code from your mobile device into the Webmail verification box and click Verify/Save

Step 3: Save Your Recovery Codes (Important!)

The system will provide four (4) Recovery Codes. These act as “spare keys” if you lose your mobile device.

• Action Required: Print these codes or save them in a secure password manager
• Warning: If you lose your device and do not have these codes, you may be permanently locked out of your account. Contact your administrator if this should occur.

You have now completed the steps for enabling 2FA. Each time you log into your Fusemail Webmail account, you will be prompted to enter a 6-digit code. You should then open your authenticator app to obtain the code to enter. Note that the codes expire in a short time (usually 2 minutes) so you may need to wait for a new code to enter, if there is very little time left on the currently displayed code.

Note for Outlook and Mobile App Users

If you manage your email using another client (Microsoft Outlook, Apple Mail, etc), no immediate action is required for those apps during Phase 1. You will continue to use your standard password for now. We will introduce App Passwords specifically for these external clients in a future update.

Part 2: Administrator Guide

Administrators: Use these details to manage your organization's rollout and support desk.

User Landing Experience & In-Product Help

To reduce support volume, the setup screen includes in-product help instructions - look for the step-by-step setup guide hyperlink on the 2FA configuration screen. These steps walk the user through the paring process. Administrators should encourage users to follow these instructions.

How to Reset a User's 2FA

If a user is locked out due to a lost device or missing recovery codes, administrators can reset the pairing:

1. Locate the User: Search for the specific user account in your administration console
2. Open Settings: Click the User Settings icon (edit)
3. Navigate to Two-Factor Auth: Click on the Two-Factor Auth tab
4. Execute Reset: Click the Reset button under the heading Reset Webmail Multi-Factor Authentication
   1. This option will only appear if the WM5 package is assigned to the given user

The system will clear the data for the given user. The user will be prompted for a new setup at their next login.

Service Desk Troubleshooting

For systemic technical issues, contact VIPRE Support through your standard administrator portal channels.