Frequently Asked Questions

What is Multi-Factor Authentication (MFA)? Multi-Factor authentication requires users to verify their identity using two or more factors — typically something they know (like a password) and something they have (like a mobile device). This ensures that even if a password is compromised, unauthorized access is still prevented.   Why is Schneider Electric enabling Multi-Factor authentication?  Schneider Electric is implementing Multi-Factor Authentication (MFA) across its digital ecosystem for all customer-facing applications that handle confidential or sensitive data in alignment with our cybersecurity policy. MFA supports: Stronger authentication controls. Protection against threats like phishing, keyloggers, and man-in-the-middle attacks. Improved user experience using secure login methods such as SMS, Authenticator apps and Guardian Authenticator. Reassurance that even if a device is lost or stolen, access remains protected by a second verification factor.   What are the supported MFA methods? Supported methods include: SMS codes Authenticator apps (e.g. Google Authenticator) Push notifications (e.g. Guardian Authenticator) MFA will be required when accessing services from new or untrusted devices.   How can I set up MFA as a SmartConnect user? Following Sign Up or a subsequent login to SmartConnect, Schneider Electric identity management checks if you have MFA enabled. If you do not, you are prompted to choose your preferred MFA method:       Auth0 Guardian Authenticator as a multi-factor authentication method, to receive a verification code on your Guardian Authenticator application on your phone. Google Authenticator as a multi-factor authentication method, to receive a verification code on your Authenticator application on your phone. SMS as a two-factor authentication method, to receive a verification code on your mobile phone.   How do I set up Auth0 Guardian Authenticator for MFA?   Log in to your Schneider Electric account with your username and password. The Keep Your Account Safe page is displayed. Select Notification via Auth0 Guardian app Install the Auth0 Guardian app from the App Store of your mobile phone. Note: If unsuccessful, click Try another method to select another authentication method. Click Continue. Scan the QR code using the Auth0 Guardian app from your mobile phone:     A recovery code is displayed, which will let you log in without your device. You can either copy the code or take a screenshot of it. Select I have safely recorded this code to accept the terms for copying the code. Note: Recovery codes are critical for account recovery and should be stored securely. Never share your recovery code with anyone. Click Continue to complete the setup. Your Auth0 Guardian app is now set as your MFA authentication method. How do I set up Google Authenticator for MFA? Log in to your Schneider Electric account with your username and password. The Keep Your Account Safe page is displayed. Select Google Authenticator or similar. A QR code is displayed:     Use your authenticator application to scan the QR code and enter the displayed code. Click Continue. A recovery code is displayed, which will let you log in in the event your device is unavailable. Copy the code or take a screenshot of it. Select I have safely recorded this code to accept the terms for copying the code. Note: Recovery codes are critical for account recovery and should be stored securely. Never share your recovery code with anyone. Click Continue to complete the setup. Your authenticator app is now set as your MFA authentication method. How do I set up SMS MFA? Log in to your Schneider Electric account with your username and password. The Keep Your Account Safe page is displayed, Select SMS and select your Country Code, then enter your valid mobile number in the phone number text box.     Click Continue to complete the setup.  A verification code is sent to your mobile number. Enter the verification code and click Continue.       A recovery code is displayed, which will let you log in in the event your device is unavailable. Copy the code or take a screenshot of it. Select I have safely recorded this code to accept the terms for copying the code. Note: Recovery codes are critical for account recovery and should be stored securely. Never share your recovery code with anyone. Click Continue to complete the setup. SMS is now set as your MFA authentication method. Can I change my preferred MFA authentication method? You can change your mobile number and/or the preferred MFA method at any time by visiting your profile and updating your preferences: Log in to your Schneider Electric account with your username and password. On the top right corner, click Profile. The My Profile page is displayed. Click Two-Factor Authentication, then enter your password and click Confirm. The Two-Factor Authentication page is displayed, and you can update your preferences or selected MFA Authenticator choice. How do I change my MFA method if device is lost? If you have lost access to your device, you can use a recovery code to change your MFA method: Log in to your Schneider Electric account with your username and password. When prompted to authenticate with your MFA method, click Try another method Select Recovery code as the alternative method. Enter the recovery code you saved during the initial MFA registration and click Continue. Upon successful verification of your recovery code, you are prompted to save a new recovery code. Make sure to copy and securely store the new code. Note: Recovery codes are critical for account recovery and should be stored securely. Never share your recovery code with anyone. Navigate to My Profile on the top right corner, and change your preferred MFA method as described above. Can I disable MFA? No, MFA is mandatory, in alignment with our cybersecurity policy. If you disable MFA through your profile settings, MFA reconfiguration will be required upon next login, to ensure compliance with security policies and help prevent unauthorized access.   Do One-Time Passwords (OTPs) expire? Yes, OTPs typically expire within 15 minutes of being issued. Are recovery codes single-use or revocable? Recovery codes are generally single-use and are intended for one-time access when your primary MFA method is unavailable. Once used, the system generates a new recovery code to be saved. If you suspect your recovery code has been compromised, revoke and regenerate the recovery code immediately from your profile settings.

Your user account may become inactive if your last log-in was over two years ago. You can restore your user account through the password reset flow, up to three years from your last log-in.

A Schneider Electric account is required to remotely monitor your Supported UPS Devices by connecting to Schneider Electric cloud services.   A supported UPS can be configured for power protection at the UPS LCD without a Schneider Electric account, or by using PowerChute Serial Shutdown or a Network Management Card installed in the SmartSlot of the UPS.   It is recommended to Sign Up to access the benefits provided by a connection to Schneider Electric cloud services.

If you have received an email and you want to know why, choose the type of email you have received from the list below to find out more.   I have received an Upcoming changes to your SmartConnect account email If you have received this email, your device’s free remote UPS monitoring period is due to expire. When your device’s free monitoring period has expired, your device is set to Basic Monitoring. To reactivate full features, you can Buy a SmartConnect Subscription via Schneider Exchange or a local reseller.   I have received a Reset Password email If you requested a password reset for your Schneider Electric account and you have received an email, click on the reset link in the email to reset your account password. If you received a password reset email from support@smartconnect.apc.com and you do not currently have a Schneider Electric account, ignore the request to reset your account password. If you receive additional unsolicited emails, contact APC Customer Support.   I have received a Welcome to Schneider Electric email If you signed up for a Schneider Electric account, click on the activation link in the email to confirm your email address and activate your account. If you have not signed up for a Schneider Electric account, ignore the activation email you have received.  If you receive additional unsolicited emails, contact APC Customer Support.   I have received an Email Event Notification Event Notifications notify you about your UPS Events.   To Unsubscribe:  Open the unsolicited email notification. Click on the Unsubscribe from Email Event Notifications link. You will receive confirmation that you are no longer subscribed to email notifications. To Resubscribe Log in to the Web Portal. Visit Email Notifications. Create a notification and select your email notification preference. For more information, see Notifications. Click Save Settings  NOTE: Only the account owner who has registered the UPS can manage notification options. If you have configured your notification preference but you are not receiving notifications from Schneider Electric, firstly check that your device is on a Standard or Advanced plan, and then contact APC Customer Support.   NOTE: If your device generates a large number of notifications within a short period, Event Notification will automatically be temporarily disabled. For more information, see "I have received an Event Notifications Disabled alert" below.    I have received an Event Notifications Disabled alert If your device generates over 6 notifications within a 30 minute period, Event Notifications will automatically be disabled for 7 days for this device.   When Event Notifications are disabled, all events will still be logged in the Event Log. It is recommended you consult your device’s Event Log and resolve the issue(s).   After 7 days, Event Notifications will automatically be enabled and you will continue to receive notifications about your device. Alternatively, you can manually re-enable Event Notifications by clicking the Enable Notifications link in the Event Notifications Disabled alert.

1. If you have access to your Schneider Electric account, simply log in to your account using your credentials. Visit My Profile Click Change Email Enter the new email address you want to use, and click Change Email. 2. If you have forgotten your email address, but you have not yet registered a UPS with your Schneider Electric account, sign up again with another email address.   3. If you have already registered a SmartConnect-compatible UPS with your account and have forgotten your account email address, go to the LCD display of the UPS and note the serial number of the UPS.   4. Contact APC Customer Support and quote the serial number of the UPS to get assistance in regaining access to your account.   NOTE: If you change the email address associated with your Schneider Electric account, you must edit your notifications preference and include your new email address to receive notifications about your device. See Notifications for more information.

As outlined in the Data Privacy Notice, UPS data is collected for reports and analysis, and technical data to improve our services.   If you prefer to not share your technical data, please unselect the ‘I agree to provide UPS technical data for the improvement of services’ checkbox in the Data Privacy Notice at https://smartconnect.apc.com/about/policies/privacy, and click Save Preferences.

You can delete your SmartConnect account and all account and UPS data via the Web Portal. Navigate to My Account >  View Profile > Delete My Account. This action cannot be undone and all associated devices, notifications and event logs will be permanently deleted.   If you delete your SmartConnect account and later want to re-register, you can use the same email address previously used. However, this will be treated as a new account and will not restore your previous account or UPS data.   NOTES: Deleting your SmartConnect account in the Web Portal will not delete your Schneider Electric account. If you use other Schneider Electric services, you can still log in to these services using the email address associated with your account. If you would like to delete both your SmartConnect and Schneider Electric accounts, see Updating your Profile.

You can register a SmartConnect-compatible UPS with only one Schneider Electric account at a time.   To transfer a UPS from one account to another, see Adding your Device Issues.

For information on how to assign a static IP address to your UPS device, please refer to Knowledge Base article FA321794.

A UPS firmware upgrade cannot be initiated if the UPS is On battery. If a firmware upgrade is already in progress when the input power is interrupted: – Once the firmware upgrade was initiated with Output Power Off, the firmware upgrade will complete. – If the firmware upgrade was initiated with Output Power On, power supply from the UPS to the connected devices will be interrupted, and connected devices will not be shut down gracefully. The firmware upgrade will complete successfully.   See Firmware Upgrade Issues for more information.