2-factor Authentication
2-factor authentication provides an additional layer of security to your account by requiring you to enter a code generated through an authenticator app or sent to you via SMS, immediately following the successful completion of the standard email+password login step.
Select your preferred method below to view the setup process.
Set up authenticator app
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Open your dashboard and click Settings
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Select User settings
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Scroll to the 2-factor authentication section and click on the button that reads Set up with an authenticator app.
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Open the authenticator app that you would like to use, this could be on your phone or on your laptop.
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Follow the instructions given by your chosen app:
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Scan the QR code, or
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Enter the secret key
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The app should give you a six-digit code which you need to enter into the provided field, then click Submit.
Once 2-factor authentication is set up, a recovery code will be generated. Keep the code safe, as if you ever have problems using your phone or authenticator app, it will allow you to sign in to your account.
Recommended authenticator apps
You can find a list of our recommended authenticator apps below:
If you need to transfer your authenticator app to a new device you can follow these guides below:
Set up SMS method
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Open your dashboard and click Settings
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Select User settings
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Scroll to the 2-factor authentication section and click on the button that reads Set up with my phone.
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Enter your mobile phone number in the dialog window and click Submit. This will send an SMS (text message) to your phone with a code.
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Enter the code you received and click Submit.
Once 2-factor authentication is set up, a recovery code will be generated. Keep the code safe, as if you ever have problems using your phone or authenticator app, it will allow you to sign in to your account.
Troubleshooting
- Troubleshooting 2FA Code Not Being Accepted
- Troubleshooting for SMS-Based 2FA
- Troubleshooting for Authenticator App-Based 2FA
Troubleshooting 2FA Code Not Being Accepted
If you're experiencing issues with your 2FA code not being accepted, follow these organised steps to resolve the problem efficiently:
Confirm the Validity of Your 2FA Code
Use a current code
2FA codes are time-sensitive one-time passwords (TOTP) that expire after approximately 30 seconds. Ensure you're entering the most recent code received.
Check your device’s time synchronisation:
If your device’s clock is incorrect or out of sync, the generated code may not match what the server expects. Verify that your device’s date and time are set correctly and synchronised.
Ensure a stable internet connection:
A reliable internet connection helps maintain accurate time sync and app functionality. Make sure your network is stable.
Troubleshooting for SMS-Based 2FA
Use the latest SMS code:
Sometimes, there’s a delay in receiving the SMS. Always enter the most recent code you received, not an older one.
Avoid reusing old codes:
When requesting a new code, the previous code becomes invalid. Use only the newest code provided.
Troubleshooting for Authenticator App-Based 2FA
Open and synchronise the app:
Ensure your authenticator app is active, open, and properly synchronised with the correct time.
Verify you’re using the correct app and account:
Make sure you’re entering the code from the correct app linked to your account.
Note: Always act promptly when entering your code to avoid expiry issues.