Tips for a successful One-Time Passcode experience

ADP® Comprehensive Services would like to thank you for your dedication and support in protecting your employees' data through the recent rollout of the One-Time Passcode (OTP) requirement when calling ADP for service. As we continue to strengthen our security for you, we can understand that adjusting to a new process can sometimes be frustrating.  To ensure your employees are able to get the service they need, we’ve compiled a few tips and reminders about using OTP successfully.

A few things to remember: 

• OTP is a code that is automatic generated and can be only used once. This code is used to authenticate the identity of callers and is a requirement for ADP associates to provide full levels of service.

• Having an accurate, updated, and unique contact channels saved in ADP Workforce Now® is the best way to ensure OTP successfully works in authenticating you and your employees when calling ADP for support.
• Having multiple contact channels is advised just in case one fails.  We can save multiple phone numbers and multiple email addresses in the system for you and your employees that can be used to send the OTP.

• When you or your employees call ADP, please have access to the contact channels that are saved in your profile inside ADP Workforce Now so that you can easily retrieve the OTP in a timely manner and avoid timeout issues. 

• When an administrator calls ADP on an employee's behalf, it's crucial to keep in mind that the employee is the one who must be identified and authenticated.  NOTE: If an administrator calls, they will be authenticated; therefore, if an employee needs help, they will need to call back and authenticate themselves. 

As always, we want to express our gratitude for your cooperation in this significant initiative that will safeguard the data of your company and your employees.  Contact your ADP Service Representive if you have any questions.