Help Using the Customer Portal

How to log into the Customer Portal

1. Go to https://trilabzone.sharepoint.com/sites/CertificatePortal.

2. Depending on your email provider, one of the following options will be required:

Option 1: Microsoft Credentials

• If you already have a Microsoft account, log in with your Microsoft email and password.
• Most business email addresses are linked to Microsoft accounts.
• This is the same account you use for other Microsoft services such as Outlook, Office 365, or Teams.

Option 2: One-Time PIN (OTP) (Once-Off Registration)

• If you don’t have a Microsoft account, you can log in using a One-Time PIN.
• After entering your email address, you’ll be notified that a PIN has been sent to your inbox.
• Open the email, copy the PIN, and enter it into the portal to complete your login.

How to Reset Your Password

All Customer Portal accounts are managed through Microsoft.
If you’ve forgotten your password, you can reset it by following these steps:

1. Go to https://account.live.com/password/reset.
2. Follow the on-screen instructions to verify your identity.
3. Create a new password and use it to log in to the Customer Portal.

Help Using Microsoft Authenticator

To protect your account and your organization’s data, our customer portal uses Two-Factor Authentication (2FA). We understand that 2FA is new to many people, and below is a better explanation of how it works, and how to set it up.

What is Two-Factor Authentication?

Two-Factor Authentication is a security process that requires two forms of identification to log in:

1. Your password (something you know).

2. A confirmation on your phone (something you have).

For the second step we use Microsoft Authenticator, which sends a prompt to your phone, verifying if the person logging in is really you.

Why is 2FA Needed?

Passwords alone are increasingly vulnerable to cyberattacks. 2FA adds another layer of protection, making it much harder for unauthorized users to access your account—even if they have your password.

By using 2FA, you’re helping ensure the security of your data, your organization, and the people you work with.

How to Set Up Microsoft Authenticator

Below is a quick guide to setting up Microsoft Authenticator:

1. Download the Microsoft Authenticator app

   • iPhone users: App Store

   • Android users: Google Play

2. Open Microsoft 365 on your device (i.e. Outlook, OneDrive, etc.) or login using your browser  (with your email address and normal password)

3. When prompted, choose to Set up the Authenticator app:

   • Open the app on your phone

   • Tap “+” Add account, then choose Work or school account

   • Scan the QR code displayed on your computer screen

4. Approve the sign-in prompt on your phone to complete the setup.

5. Alternatively, watch this video explaining the process.

Once it’s set up, logging in will only require approving a quick notification on your phone — no need to remember or enter extra codes

Common Issues

No Account with that Username

The above issue may be encountered when logging in. If this occurs, perform the following steps:

1. Ensure that the email address entered is yours, and is correctly typed.
2. If the issue persists, this likely means that the email address is not associated with a Microsoft account. This issue can be resolved by creating a (free) Microsoft account under the email address in question. This can be done by entering the email address at https://signup.live.com and following the instructions that follow.

No Access Rights

If you see the following message after logging in to the customer portal, it likely means that your account has not been granted access. To resolve this issue, complete the following access request form, after which you will be granted access: https://tally.so/r/wLvZRp.

How to Request Access to the Customer Portal

1. Complete the access request form: https://tally.so/r/wLvZRp.
2. Once your request has been verified and approved, you will receive access to the portal.
3. You can then log in at: https://trilabzone.sharepoint.com/sites/CertificatePortal.