Two-Factor Authentication on Your Support Account

🔐 Setting Up Two-Factor Authentication (2FA) on Your Help Center Account

Two-factor authentication (2FA) helps keep your account secure by adding an extra layer of protection. Once enabled, you’ll be asked to enter a temporary passcode—generated by an app on your phone or via email—every time you sign in.

✅ Why Use 2FA?

Even if 2FA is not required, we recommend turning it on for added security. If 2FA is required, you'll be prompted to set it up the next time you sign in.

 

 

🚀 How to Turn On 2FA

1. Click your profile icon in the top-right corner of any Help Center page, then select Profile.

2. Click Edit profile.

3. Click Manage 2FA.

4. Click Set up 2FA, then Next.

You’ll now be guided through connecting an authentication app to your account.

 

 

📲 Receiving passcodes through an Authenticator App

To receive passcodes, install a 2FA app on your mobile device (examples: Google Authenticator, Authy, Duo Mobile, Symantec VIP).

1. Open the app and select the option to add an account.

2. Use your phone to scan the QR code shown on your screen.

   • If the scan doesn’t work, enter the provided secret key manually.

3. Enter the 6-digit code from the app into Zendesk and click Save.

4. Click Copy recovery codes and save them somewhere safe. You’ll need these if you ever lose access to your phone.

Once setup is complete, the app will generate a new code every 30 seconds—no internet connection required!

 

📥 / 📤 Receiving passcodes through email

If you'd like to receive passcodes through email, you must provide the email address where you'd like them sent.

To receive passcodes through email

1. Select Email in the Set up two-factor authentication (2FA) dialog, then click Next.

   This dialog appears after turning on 2FA, or upon sign-in when 2FA is required.
    

   

2. Enter an email address, then click Send passcode.

   An email will be sent to the email address shortly.

3. Enter the code sent to you, then click Next.

   Email passcodes for 2FA are valid for 60 seconds.
    

   

4. Click Copy recovery codes and save them in a safe location. If you lose your phone or can't get a passcode, you must use a recovery code to sign in.
    

   

5. Click Done.

 

 

🔁 How Often Do I Enter a Code?

The “Don’t ask again in 30 days” option has been removed, and all users with 2FA turned on will now complete 2FA verification on every sign-in.

 

❌ Turning Off 2FA (If Optional)

If 2FA isn’t required and you turned it on manually, you can turn it off:

1. Click your profile icon > Profile.

2. Click Edit profile > Manage 2FA.

3. Click Turn off 2FA.

 

🔓 Using & Replacing Recovery Codes

If you lose your phone or can’t access your 2FA app:

• Use one of your recovery codes during sign-in.

• Each code can only be used once.

• To get new recovery codes (if 2FA is optional), turn off 2FA and set it up again.

⚠️ If 2FA is required and you’ve lost all your recovery codes, you won’t be able to access your account and will need to create a new one.

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Need help? Feel free to reach out to our support team. We're happy to assist!