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How to Enable Two-Factor Authentication (2FA)

How to Enable Two-Factor Authentication (2FA)

Two-Factor Authentication (2FA) adds an extra layer of security to your {{COMPANY_NAME}} account by requiring a second verification step each time you log in. Even if someone discovers your password, they cannot access your account without the second factor. This guide explains what 2FA is, how to set it up, and how to handle common issues.

What Is Two-Factor Authentication?

2FA is a security mechanism that requires two separate forms of identification:

  1. Something you know — your account password
  2. Something you have — a time-based code generated by an authenticator app on your phone

When 2FA is enabled, after entering your password you will be prompted to enter a 6-digit code from your authenticator app. This code changes every 30 seconds, making it nearly impossible for attackers to gain access even if they have your password.

Tip: 2FA is strongly recommended for all accounts, especially those managing important domains, business email, and hosting services.

Supported Authenticator Apps

You will need an authenticator app installed on your smartphone. Popular options include:

  • Google Authenticator (Android / iOS) — Free, simple, widely supported
  • Microsoft Authenticator (Android / iOS) — Free, supports cloud backup
  • Authy (Android / iOS / Desktop) — Free, supports multi-device sync
  • 1Password — Built-in TOTP support if you already use this password manager

Tip: We recommend Authy or Microsoft Authenticator because they support cloud backup. If you lose your phone, you can restore your 2FA codes on a new device.

How to Enable 2FA

Step-by-Step Instructions

  1. Log in to the Client Portal at {{SUPPORT_URL}}/client
  2. Click on your profile icon or name in the top-right corner
  3. Select Account Settings or Security Settings
  4. Find the Two-Factor Authentication section
  5. Click Enable 2FA or Set Up 2FA
  6. A QR code will be displayed on screen
  7. Open your authenticator app on your phone
  8. Tap the + button (or Add Account) in your authenticator app
  9. Select Scan QR Code and point your phone camera at the QR code on screen
  10. Your authenticator app will start generating 6-digit codes
  11. Enter the current 6-digit code from the app into the verification field on screen
  12. Click Verify or Confirm

You will see a success message confirming that 2FA has been enabled on your account.

Save Your Backup Codes

After enabling 2FA, you will be shown a set of backup codes (also called recovery codes). These are critical:

  • Save them immediately in a secure location (password manager, printed document in a safe, encrypted file)
  • Each backup code can be used once as a substitute for the authenticator code
  • If you lose access to your authenticator app and do not have backup codes, account recovery will require identity verification and may take 24-48 hours

Tip: Do not store backup codes in the same place as your password. If someone gains access to both, 2FA provides no protection.

Logging In with 2FA

Once 2FA is enabled, the login process changes slightly:

  1. Go to {{SUPPORT_URL}}/client/login
  2. Enter your email and password as usual
  3. Click Log In
  4. You will be prompted for a verification code
  5. Open your authenticator app and find the 6-digit code for your {{COMPANY_NAME}} account
  6. Enter the code (no spaces)
  7. Click Verify

If the code is correct, you will be logged in. If incorrect, try waiting for the next code (they refresh every 30 seconds).

How to Disable 2FA

If you need to turn off 2FA:

  1. Log in to the Client Portal (you will need your current 2FA code)
  2. Go to Account Settings > Security Settings
  3. Click Disable 2FA
  4. Enter your password and current 2FA code to confirm
  5. Click Confirm

Tip: Only disable 2FA if you are switching to a new phone and need to re-enrol. Re-enable it as soon as possible.

Switching to a New Phone

If you are getting a new phone:

  1. Before transferring to the new phone, disable 2FA on your account
  2. Install your authenticator app on the new phone
  3. Re-enable 2FA and scan the new QR code with the new phone
  4. Save the new set of backup codes

Alternatively, if your authenticator app supports cloud sync (Authy, Microsoft Authenticator), your codes will be available on the new phone automatically after installing the app and signing in.

Troubleshooting

  • Code not working? Ensure the time on your phone is correct. Go to your phone settings and enable automatic date and time. TOTP codes depend on accurate time synchronization.
  • Lost your phone? Use one of your backup codes to log in. Then disable 2FA and set it up again with your new device.
  • No backup codes and no phone access? Contact support at {{SUPPORT_EMAIL}}. You will need to verify your identity, which may take 24-48 hours.
  • "Invalid code" error repeatedly? Try syncing your authenticator app time. In Google Authenticator, go to Settings > Time correction for codes > Sync now.

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Need help? Contact our support team at {{SUPPORT_URL}}/client/support or email {{SUPPORT_EMAIL}}.

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