Important Halo Client Portal update

Improving security checks in our Halo client portal

We are making a small but important security improvement to our Halo client portal.

Over the next few weeks and before 31 July 2026, we will be enabling Halo’s Security Questions functionality. This introduces an additional identity check during certain support interactions, particularly where a request relates to passwords, account access, user permissions, or other changes that could affect the security of your systems.

The purpose is simple: before we make sensitive changes, we need to be confident that we are speaking to the right person. The new feature gives our support team a more consistent way to confirm identity during support calls, rather than relying only on manual checks or ad hoc questions.

This helps protect you, your team, and your organisation. A password reset or access change may seem like a routine request, but if it is handled without proper checks, it can create a security risk.

Security questions add another practical layer of protection, helping us reduce the chance of unauthorised changes being made to an account.

For most users, the change should be simple. When the feature is live, users will be asked to set their security questions in the Halo client portal. They will not be asked to answer these questions when logging tickets or managing requests through the portal. The questions are there so our support team can confirm identity when a user calls us about a sensitive support request.

We are also asking key contacts to share this update with the relevant people in their organisation. This is especially important for anyone who raises support tickets, requests password resets, manages users, or asks us to make account or access changes.

The information provided through Security Questions will be used to help confirm identity when a user contacts our support team. It is not intended to replace good password practice, multi-factor authentication, or other security controls. Instead, it gives us an extra check at the point where a sensitive support request is being handled over the phone.

We also recognise that some people may not want to use answers that they associate with other secure services, such as a mother’s maiden name for online banking. For that reason, there will be a mix of practical, serious and lighter questions to choose from, so users can pick options that are secure, memorable and comfortable for them.

We will be enabling this feature shortly and will continue to monitor the experience once it is live. If anything is unclear, or if your users need help with the process, please contact our team and we will be happy to help.