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2 Factor Authentication (2FA) FAQ

Common questions we're asked about the 2FA process

Q: Do I have to enter this code every time I log into the Admin CMS?

A: Nope! you only need to enter it once a day normally.

Q: What if I don't receive the 2 factor email, can I contact support to have them send me one or enter it for me?

A: If you're having troubles receiving the 2FA email and you've checked your spam folder already, please review our guide: Why don't I receive emails from the website anymore? to ensure you have the best possible chance of receiving emails from our system. 

Q: Will I need to enter a new code every day or can I set it to once a week or month?

A: To ensure the highest possible security on our system, we've designed it to require a new code every day, or every time the IP address for your Internet connection changes - this prevents anyone else from trying to log into the CMS using your credentials from another computer if it's been less than 24 hours since the last time you entered a 2FA code.

Q: Can I receive the 2FA code via SMS?

A: At this point in time, the only option is via email.

Q: When I copy the code from the email and paste it into the box, I get an error saying it's invalid.

A: Sometimes when text is highlighted, especially in emails, it can pick up extra spaces or characters that you can't see, and they get included in the text that you paste into the box.
While this isn't very common, if you find this is consistently an issue for you, please try typing the code manually, paying attention to case sensitivity.
If that doesn't resolve it, you might need to double-check that the system hasn't re-sent you a new 2FA code due to the failed 1st attempt.

Q: I attempted to log in, but it errored, and when I checked my emails, I now have 2 codes sent to me, which one do I use?

A: Whichever code is the latest one sent to you, is the current code as it will override all previous codes sent to you.

Q: I received an email that has a subject that says "Your One Time Access Code", but I don't see anything about 2 Factor Authentication or 2FA - is this the correct email?

A: Yes

Q: The code is supposed to last all day, but I keep being asked to enter a new code - why is this?

A: If your Modem/network changes IP addresses, or if you're on a laptop and have moved out of the office to a different location, then your IP address will change, and you'll be prompted to enter a new 2FA code that will again be sent to your email.

As the code expires at the end of each day, you'll be required to enter a new 2FA code the first time you log-on the next day.

Also if you change browsers, this will again initiate a new code as the intention is to always prevent anyone else from attempting to log in as you.

Let us know if this information has been helpful.
We'd love to hear your feedback!

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