We have introduced 2FA to ensure your account remains safe and secure. You might have some questions. We’ve collated some commonly asked questions to help you keep your account safe and enable 2FA.
How do I set up 2FA?
It couldn’t be easier to set up 2FA and start protecting your account. After logging in, you will see a banner suggesting you set up 2FA at login. If you are not ready to set up 2FA immediately, you can return to the setup later through the user settings following these next steps:
Navigate to My profile.
Scroll to the “Two-Factor Authentication” section and select your preferred 2FA method: Request code via SMS or Send code to email. Please note that both options cannot be used simultaneously.
SMS may not be available in all countries, as we’re still awaiting provider registration in some regions. Emails are available everywhere.
Add your phone number or email.
Confirm your phone number or email by entering the code you receive.
Done! Your account is now extra secure. You’ll now need to enter a verification code each time you log in.
Please note: Two-factor authentication (2FA) must be activated individually for each user under your contract. It’s important that you personally activate 2FA using a phone number or email address that you have permanent access to.
How do I change the phone number or email associated with the account?
It’s simple to change the phone number or email associated with your account and ensure you receive the code required to enable 2FA:
1. Click the Edit button to update your phone number or email.
2. Enter the confirmation code sent to the previously specified phone number or email.
3. Add the new phone number or email address.
4. Confirm the setup by entering the code sent to the new phone number or new email.
How do I disable 2FA for my profile?
If you have chosen to set up 2FA and then wish to disable it, you can turn it off.
Choose option Do not activate protection in the “Two-Factor Authentication” section.
Confirm the action by entering the code sent to the previously specified phone number or email.
How do I disable 2FA for all users or a specific user?
If you’d like to disable the setting for all users in the contract or a specific user (for example, if they no longer have access to their previous phone number), you must request your Account Manager.
How do I receive notifications of 2FA activation or setting changes?
In addition to the SMS or email with the code, information about connecting and changing 2FA settings will be sent to your registered email. Thus, if someone makes changes, an email will notify you of this action.
How does 2FA work?/In what cases is the additional code required?
An OTP (one-time password) code will be sent via SMS or email each time you attempt to log in. This additional code adds an extra layer of security to verify your identity.
However, if you’re receiving codes unusually often (e.g., every day or several times a day), we recommend contacting our support team to check if everything is working correctly. There might be a technical reason why your login sessions aren’t being remembered.
How do I ensure 2FA is enabled and working?
If you've enabled two-factor authentication but don’t receive a prompt when logging in, please contact our support team for assistance.