Two-factor authentication (2FA) helps our clients secure their accounts. We use a Time-Based One Time Password (TOTP) approach. This can be sent to your mobile device by SMS or WhatsApp.
Two-factor authentication (2FA) can be set up during login or in Profile Settings.
How to set up 2FA during login:
Sign into your account with your email address and password, as usual.
You are then navigated to the "Set Up Two-Factor Authentication" screen, where you can set up 2FA or select "Set up 2FA later."
Please note: If you choose to "Set up 2FA later," you won't receive the 2FA sign-up pop-up again for 90 days.If you choose to set up 2FA during login, select whether you would like the 2FA to be sent via SMS or WhatsApp. (Please note: when you choose SMS or WhatsApp, that will always be the method used, so for clients who are likely to be out of mobile signal for prolonged periods, then we suggest choosing WhatsApp).
Enter your mobile phone number with your country code and click "Send Code."
Enter the code received via SMS or WhatsApp message. Make sure to enter the code accurately and promptly, as it's time-sensitive. You can select "Resend" if required.
You will be redirected to a "Success" page confirming that you have successfully set up 2FA. Click "Continue," and you will be logged into your account.
Please note that after setting up 2FA, you will receive a confirmation email.
How to set up 2FA in Profile Settings:
Click on the Avatar or Initial in the bottom left corner to access Profile Settings.
Select "Set up 2FA" under your password in your profile.
You will then be navigated to the "Set Up Two-Factor Authentication" screen, where you can set up 2FA.
Select whether you would like the 2FA sent via SMS or WhatsApp. (Please note: when you choose SMS or WhatsApp, that will always be the method used, so for clients who are likely to be out of mobile signal for prolonged periods, we suggest choosing WhatsApp).
Enter your mobile phone number with your country code and click "Send Code."
Enter the code received via SMS or WhatsApp message. Make sure to enter the code accurately and promptly, as it's time-sensitive. You can select "Resend" if required.
You will be redirected to a "Success" page confirming that you have successfully set up 2FA. Click "Continue," and you will be logged into your account.
Please note that after setting up 2FA, you will receive a confirmation email.
How to Disable Two-Factor Authentication
Two-factor authentication (2FA) can be disabled in Profile Settings.
Click on the Avatar or Initial in the bottom left corner to access Profile Settings.
Select "Disable 2FA" under your password in your profile.
Enter the code received via SMS or WhatsApp message. Make sure to enter the code accurately and promptly, as it's time-sensitive. You can select "Resend" if required.
2FA will then be disabled.
Please note that after disabling 2FA, you will receive a confirmation email.
Additional Information
There is a 'quick paste' option for a 2FA code received by SMS.
The "remember me" functionality on our sign-in page remains the same. If a user logs in and uses 2FA but has "remember me" selected, they will remain logged in for a set period of time as usual. Only once they need to log in again will they have to enter a 2FA code.
To get the most protection from 2FA, users who share a device must avoid using "remember me" and log out every time they leave the site.
Still have questions?
Send us a message through the chat icon in the web app, email us or keep looking through our Help Centre for more information.