Every operator and provider staff account signs in in two steps: the password, then a code. Technicians and customers are not asked for one here.
  • Without an authenticator app, the code arrives by e-mail at every sign-in.
  • With an authenticator app, the code comes from the app. Set it up under Profile (the round account button, top right) → Two-Factor Authentication → Enable 2FA: scan the QR code, enter the app’s code, and save the ten backup codes shown next. They are shown only once. Once the app is set up, sign-in no longer offers the e-mail code.
Signed in with your authenticator app, you stay signed in until you sign out. Signed in with an e-mail or backup code, you are signed out 12 hours later. Changing your password signs you out on every device; sign in again with the new one. Changing your e-mail address on the Profile asks for your current password.

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Your own account

1

Lost your phone

At the code step, choose Use a backup code instead and enter one of your backup codes. Each backup code works once.
2

Remove the old authenticator

In Profile → Two-Factor Authentication, choose Lost your authenticator? Remove it and confirm with another backup code. Sign-in then uses the e-mail code again, and you can set up the app on your new phone.
3

Keep codes in reserve

The card shows how many backup codes are left. Generate new codes (confirmed with a code from the app or a backup code) replaces the whole set; the old codes stop working.

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Someone else’s account

Provider admins cannot reset a colleague’s two-factor sign-in; that is the operator’s, on the Users page.
  • Deactivate MFA (shown for accounts with an authenticator app) removes the app and its backup codes. The person signs in with the e-mail code again and can set up a new app.
  • Disable 2FA exempts an account: it signs in with the password only. Enable 2FA turns the second step back on. Keep exemptions to the accounts that need them.