Guide to Onboarding and Re-Authenticating Duke Credentials Using the Plug Dashboard

Overview:

Duke has implemented MFA on its website on Nov 14th 2025. This will be a mandatory, recurring MFA applicable to all users. 

Arcadia is developing MFA support for Duke, which would ensure continued energy data delivery on the Portal. This new user flow would require you to manage your Utility credentials on Plug dashboard. Please follow the below steps to know more about the onboarding and re-authentication flows on Plug: 

Onboarding:
If enrolling a Duke credential for the first time, follow the instructions below:

1. Enroll your credential: Submit your credentials to UDS using the same methods used for any other credential (e.g. activation form). 

2. Access the Plug dashboard: After enrollment in UDS, Duke credentials will be pushed to Plug. To view them you will first need to visit the Plug dashboard at dashboard.arcadia.com.  

3. Sign in: Enter the username and password provided by Arcadia. If you have not received credentials yet, please reach out to your CSM or Account Manager for support.

a) Enter your email & password
b) Click Sign In

1. Open Credential Management
   1. From the main menu, select Manage your credentials.

2. Identify Credentials Requiring Verification
   1. Click the ‘Select saved filter’ option and select MFA Refresh Required and Action required from the dropdown
   2. You will be shown all credentials which need MFA re-authentication.

3. Click Add row and select the first dropdown as ‘Provider name’, second dropdown as ‘Is equal to’, and third dropdown as ‘Duke Energy’.
4. Click Search to show MFA re-authentication required credentials for the selected utility.

5. Click a username from the results, to open the Credential Details page.

3. Start MFA Verification
   1. Click the Retry MFA Verification button next in the credential details page to start the MFA verification process.

4. Select Your MFA Method
   1. You will be shown available MFA methods (Email / Phone) for the credential. 
   2. Choose where to receive your one-time verification code (Email / Phone).
   3. Confirm your choice and click Send verification code.

5. Enter the Verification Code
   1. Check your selected method (Email/Phone) for the security code.
   2. Enter the code in the Plug dashboard and click Submit.

1. Resend verification code: If you did not receive the MFA code on your selected method within 60 seconds, click Resend verification code to send the code again to the selected MFA method
2. If you selected an MFA method (email / phone) and discover you no longer have access to it, you can choose another method from the previous screen, Click Select another verification method to go back and select an alternate MFA method.

6. Success Confirmation
   1. A success message will appear confirming that your credential is reverified.
   2. The credential status will update to Connected.

Common Errors:

1) Duke MFA tokens sent to your preferred method have an expiry time associated with it, after which the token becomes invalid. If you enter an expired token you would see the below screen. In the below scenario we would send a new token to your previously selected method. Please enter the new token to proceed with the authentication.
      

2) When you enter an incorrect MFA token in the authentication flow, you will see the below error message. Please enter the correct token to proceed with the authentication.

3) The user has not received MFA Code on the selected method: This could be due to Network delay or checking the wrong MFA method (Clicked Email MFA method and checking phone for MFA code or vice versa). Check the spam folder, or if it was blocked by SMS/email filters or try an alternate MFA method.