Two-Factor Authentication (2FA) is a two-step process to verify your identity using something you know (like a password) and a device you have (like a mobile phone). Think of it as a double-check, ensuring it’s really you trying to access your accounts. This article explains how this works with your Sinch Engage account and how to troubleshoot common issues.
How does 2FA work?
Once 2FA is turned on for your account, this security policy will be applied to your main account and any sub-accounts that are created. When you attempt to log in, you will be prompted to enter your verification PIN which is sent to your registered mobile number as an SMS.
You will receive an SMS verification PIN that contains the code needed to log in. Once the code is successfully entered, you are then logged in and are taken to the Dashboard.
Notes:
- All users on your account must have mobile numbers added to their user profile. If you've recently changed your mobile number, or it is missing from your profile, please update it to ensure you receive 2FA verification codes.
- 2FA authentication tokens are only valid for 1 hour.
- The system allows up to five verification messages every five minutes. If this limit is exceeded, the user must wait before requesting a new code.
- The most recently sent 2FA PIN must be entered.
2FA troubleshooting
I'm not receiving the 2FA verification code, what should I do?
- Restart the device: This can help establish a better connection to the network.
- Clear the device's inbox: A full inbox may prevent new messages from being received.
- Disable messaging applications: Temporarily disable apps like iMessage, Facebook Messenger, or Skype that might interfere with SMS delivery.
- Test with another device: Switch the SIM card to a different, confirmed working device.
- Factory reset: As a last resort, a factory reset can resolve issues caused by third-party software.
Can my account administrator update my mobile number for me?
For security reasons, administrators cannot modify the profile information of other users. You must log in and update your own profile details.
Can I use email or another method for verification instead of SMS?
Currently we support 2FA via a registered mobile number, or via authenticator apps using Sinch ID.