FAQs - 2-Factor Authentication (2FA)
What is 2-Factor Authentication?
2-Factor Authentication (2FA) is an additional security layer used to protect your account.
After entering your password, you must verify your identity using a second method, such as:
A code sent to your email
A code sent via SMS
A code generated by an authenticator app
2FA can be configured in: Left Sidebar → User Profile
Available 2FA Methods
Diligentsia supports three authentication methods.
How to set up your 2FA
1. 2FA using your email account
1. 2FA using your email account
This is the default method when you create your account.
If no additional method is configured:
A six-digit code is sent to your registered email address each time you log in.
You enter the code in the login popup.
You are granted access once verified.
Additionally:
A login notification email is sent each time your account is accessed.
When you want to log in next from the Diligentsia home page, an email containing your six digit code is sent to your registered email account:
You then enter this code in the popup
2. 2FA using SMS on your mobile phone
2. 2FA using SMS on your mobile phone
You can add SMS verification as an additional method.
Step 1: Go to User Profile from the left sidebar.
Step 2: Click the phone icon in the mobile number field. Select your country code and enter your mobile number.
Important:
The phone number must not already be used on another Diligentsia account.
You have to use a phone number that has not be used in our platform before. It'll bring out this in that case.
Step 3: A verification code is sent to your phone:
Step 4: Enter that code into the popup on your registration screen: If you don't get the code, you can request for another one,
Step 5: Your SMS box is activated, ready for use. You can use the SMS option on your next login.
Step 6: Each time you log in a separate mail is sent to your registered email address to notify you that your login details have been used to access our platform:
3. 2FA using an authenticator?
3. 2FA using an authenticator?
A method is to use an authenticator such as those from Google and Microsoft.
Step 1: Go to your User Profile accessed via your homepage sidebar:
Step 2: Click on "Google Authentication" on your profile page. There is a blue stroke/outline when selected.
Step 3: You will be taken to a popup containing our QR code:
Step 4: Within your authenticator app (already installed on your mobile phone) select the QR image function and scan the QR code. Your Diligentsia email will appear on your phone within the app, and with a authenticator code:
Fill in the code.
Make sure you click on "Confirm MFA" Your google authenticator would be activated in your profile page. You can refresh your page if it doesn't show activated immediately
Step 5: When you next log in from the Diligentsia home page, you will be given a choice as to how you wish to authenticate:
Step 6: Each time you log in a separate email is sent to your registered email address to notify you that your login details have been used to access our platform:
FAQs
Q What methods of 2-factor authentication ("2FA") does Diligentsia use?
2FA can be found in your Left Sidebar>User Profile, and allows you to choose between specifying an authenticator, or SMS or email verification.
Q: How do you keep my account safe?
Diligentsia:
1. Verifies email addresses on registration.
2. We then use 2-factor authentication ("2FA") on a user logging in. Thereafter, the user's access to the platform is dictated by user permissions determined by your account owner. 3. Each time there is a login to your account, we send notification to your email address.
Q: Can I change my method of authentication?
Yes - go to your Left Sidebar>User Profile
Q: I am not receiving verification emails?
Please check your email address that you registered with.
Please check your spam folders.
Please contact support@diligentsia.co.uk
Q: Is 2FA mandatory for all users?
While not mandatory, we highly recommend enabling 2FA for added security. Some features may require it for enhanced protection.
Q: Does 2FA protect all my account activities?
Yes, 2FA protects your account login. No one can have access to your account without it.
Q: Is it compulsory to set up all modes of 2FA?
While it's not compulsory, if you wish to login to your account using different modes, it is recommended.
Q: What if I don't receive my 2FA code?
The codes for email and SMS verification drop almost immediately. Ensure your device has network coverage or internet access. If you’re using the authenticator app, verify that the time on your device is synchronized correctly.
Q: I'm using the Authenticator app, my 2FA code is incorrect. What should i do?
Ensure your code is entered correctly and hasn’t expired. Authenticator codes refresh every 30 seconds, so try using the latest code.
Q: Can I be locked out permanently if I lose access to 2FA?
Contact our support team here.
Troubleshooting FAQs: 2-Factor Authentication (2FA)
Q: Why can’t I find the 2FA setup options in my profile?
A: Ensure you are accessing the "User Profile" section from the Left Sidebar. If the options are missing, contact support for assistance.
Q: What should I do if I don’t receive my 2FA email code?
A: Check your spam or junk folder. Ensure your registered email address is correct and contact support if the issue persists.
Q: Why am I not receiving SMS verification codes?
A: Confirm that your mobile number, including the country code, is correctly entered in your profile. Ensure your phone has network coverage.
Q: What should I do if the authenticator QR code doesn’t scan?
A: Ensure your phone's camera is working and that the authenticator app is updated.
Q: Can I switch from email 2FA to another method?
A: Yes, go to your "User Profile" and select a different 2FA method, such as SMS or an authenticator app.
Q: Why is my authenticator code not working?
A: Ensure the code is entered promptly as authenticator codes expire every 30 seconds. Check that your device’s time is synchronized correctly.
Q: What happens if I lose access to my registered email or phone?
A: Contact Diligentsia support immediately for help with account recovery and updating your 2FA method.
Q: Can I use 2FA without an internet connection?
A: No, the authenticator app works online to generate codes. SMS and email 2FA also require a network connection.
Q: What should I do if I’m locked out of my account due to 2FA issues?
A: Contact Diligentsia support for account recovery. Have your registered email and any previous verification details ready.
Q: Can I disable 2FA after enabling it?
A: Disabling 2FA is not recommended for security reasons.
Q: Why am I receiving 2FA codes without attempting to log in?
A: This may indicate unauthorized login attempts. Change your password immediately and contact support.
Q: What should I do if I accidentally delete my authenticator app?
A: Reinstall the app and re-scan the QR code from your "User Profile" to reactivate 2FA.
Q: Can I set up 2FA for multiple devices?
A: Yes, you can use the authenticator app on multiple devices by scanning the QR code on each.
Q: Why does my SMS 2FA code arrive late?
A: Check your mobile network signal strength. Delays can occur during high traffic times or due to network issues.
Q: Is 2FA required for all users on the platform?
A: 2FA is not mandatory but highly recommended. Certain features or roles may require 2FA for additional security.
Q: Can I set up multiple 2FA methods simultaneously?
A: Yes, you can enable email, SMS, and authenticator 2FA methods and choose which to use during login.
Q: What should I do if I accidentally enabled a wrong 2FA method?
A: Go back to your "User Profile" and update your 2FA preferences to the desired method.
Q: How do I synchronize my device time for the authenticator app?
A: On most devices, enable "Automatic Date and Time" in the settings. This ensures the authenticator app works correctly.
Q: Can I recover my account if I lose access to all 2FA methods?
A: Yes, contact Diligentsia support with proof of identity and account ownership to recover your account.
Q: How can I contact support for 2FA-related issues?
A: Use the support bot on the bottom right of the website or email support@diligentsia.co.uk for prompt assistance.