Two-factor authentication (2FA) adds an extra layer of security to your account by requiring a verification code in addition to your password.
Setting Up Two-Factor Authentication
If 2FA has not yet been set up on your account, you will be prompted during login to complete the setup process.
A QR code and manual setup code will be displayed on screen.
Scan the QR code or enter the code into your authenticator app. We recommend using Google Authenticator.
Once the authenticator is set up, select Continue.
Enter the verification code generated by your authenticator app to confirm setup and access your account.
Once complete, 2FA will be enabled and required for future logins to help keep your account secure.
Troubleshooting
Shared Accounts
2FA can only be set up on one device per user. Sharing login credentials between multiple people will cause authentication issues. If you are sharing an account, please refer to our guide on adding new users.
Verification Code Not Working
If your 2FA code is not being accepted, this is usually caused by incorrect time or time zone settings on your device.
Check Time and Time Zone (iPhone)
Open Settings.
Go to General > Date & Time.
Ensure Set Automatically is turned ON.
Confirm the correct time zone is displayed.
Restart Your Device
Restart your phone after enabling automatic date and time settings to ensure the changes are applied.
Retry 2FA Setup
Open your authenticator app.
Scan the QR code again or manually enter the setup key.
Enter the newly generated code.
The verification codes should now be valid.
Additional Help
If issues persist, please contact [email protected] for further assistance.
Resetting Two-Factor Authentication (2FA)
If your two-factor authentication (2FA) is not working or you no longer have access to your authenticator device, please contact [email protected] for assistance.
Important security note, for security reasons, we cannot reset 2FA on behalf of another user unless the request is validated by that user. Validation can be completed by including (CC’ing) the affected user’s registered email address in the request.
Once the request is verified, our team will assist with resetting 2FA so it can be set up again.
If you have questions, please contact [email protected] or reach out in our live chat for assistance.