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Two-Factor Authentication (2FA)

Set up an authenticator app, log in with a code, and fix 2FA problems such as a lost phone or codes that don't work.

Whats covered in this guide?:

Who needs 2FA

Two-factor authentication (2FA) means you enter a 6-digit code from an authenticator app after your password. Someone who learns your password still can't get into your account.

  • Admins, General Managers, Payroll Officers and Partners must set up an authenticator app before they can use Workforce.com on the website. This includes custom roles created with the Organisation Admin role type, and copies of these roles. This doesn't apply if your organisation has single sign-on (SSO) set up.

  • Anyone who can see sensitive employee data is asked to set it up after logging in. You can click Not now, but you'll be asked again next time you log in.

  • Your organisation can require it for everyone except employees. Admins turn this on in Settings > General: click Show Advanced Settings..., then tick Enforce Two Factor Authentication.

  • Employees don't have to set it up, but anyone can, from My Profile. Accounts without 2FA get a login code by email instead (see Password Troubleshooting).

If 2FA is required for you, you'll see Two-factor authentication required when you log in. Click Enable two-factor authentication to start. If 2FA is required for your role or organisation, Not now only closes the message, and you'll be brought back to My Profile until you set it up.

Before you start

You need an authenticator app to generate your codes. Install one before you begin:

  • Google Authenticator (iOS or Android)

  • Microsoft Authenticator (iOS or Android)

  • Authy (iOS or Android)

No smartphone? You can use a browser-based authenticator instead, such as the Authenticator extension for Chrome. It scans the QR code and generates codes the same way a phone app does.

Also check that your phone or computer is set to update its date and time automatically. 2FA codes are time-based and fail if your clock is off.

Set up an authenticator app

To set up 2FA:

  1. Navigate to My Profile

  2. Click Set up authenticator app

  3. Open your authenticator app and scan the QR code on screen. If you can't scan it, click Can't scan the QR code? Enter this code (without spaces) into your authenticator app and type the code into the app instead

  4. Enter the 6-digit code from the app in Authenticator code

  5. Click Enable

Once it's set up, you'll see Your two factor authentication is now enabled, and My Profile shows Your authenticator app is set up.

Tip: Make sure your phone sets its date and time automatically. Codes are time-based and fail if your phone's clock is wrong.

Log in with 2FA

To log in:

  1. Enter your email and password as usual

  2. Open your authenticator app and find the Workforce code (UK accounts may show EUWorkforce)

  3. Enter the 6-digit code

  4. Click Verify (Confirm in the mobile app)

Codes change every 30 seconds, so enter the current one. You're asked for a code at most once every 24 hours on the same internet connection. You're asked again sooner if you log in from a different connection.

If you've lost access to your authenticator app, see New or lost phone.

If your code doesn't work

If you see There were some problems verifying your code. Please try again.:

  • Use the current code. Wait for a new code to appear in the app, then enter it straight away.

  • Check your phone's time. Turn on automatic date and time.

  • Check you're using the right entry. If you've set up 2FA more than once, delete the old Workforce entries from your authenticator app.

Important: After 10 incorrect attempts, your account is locked for 1 hour. Wrong codes and wrong passwords both count. Resetting your password unlocks it straight away (see Password Troubleshooting).

New or lost phone

Getting a new phone? Move your authenticator app across before you reset or hand in your old phone. Most authenticator apps have a transfer or backup option. Or, while you still have the old phone:

To move 2FA to a new phone:

  1. Navigate to My Profile

  2. Click Disable two factor authentication, enter a code from your old phone and click Verify

  3. Click Set up authenticator app

  4. Scan the new QR code with your new phone and click Enable

Lost your phone or deleted the app? You can't reset 2FA yourself, because turning it off needs a code from your authenticator app. Your organisation's Admins can't do it for you either.

If you've lost access to your authenticator app:

  1. Contact Workforce.com support and ask them to reset your 2FA

  2. Once support has reset it, log in again

  3. Navigate to My Profile and click Set up authenticator app

  4. Scan the new QR code with an authenticator app on your new or recovered phone, enter the code and click Enable

You need an authenticator app to set 2FA up again. There's no option to use email instead.

Turn off 2FA

To turn off 2FA:

  1. Navigate to My Profile

  2. Click Disable two factor authentication

  3. Enter a code from your authenticator app and click Verify

You'll see Your two factor authentication is now disabled. After that, you'll get a code by email every time you log in.

If 2FA is required for your role or your organisation, you'll be asked to set it up again before you can carry on.

FAQs

I've lost my phone or my authenticator app isn't working. How do I log in?

Contact Workforce.com support and ask them to reset your two-factor authentication (2FA). For security, your organisation's Admins can't do this for you, and you can't use email instead of the app.

Once support has reset it:

  1. Log in with your email and password.

  2. If you're an Admin, General Manager, Payroll Officer or Partner, you'll be asked to set up 2FA again. Click Enable two-factor authentication. If you aren't asked, go to My Profile and click Set up authenticator app.

  3. Scan the new QR code with an authenticator app on your new or recovered phone.

  4. Enter the 6-digit code in Authenticator code and click Enable.

Tip: If you're replacing your phone, move your authenticator app to the new phone before you reset or hand in the old one. That way you won't get locked out.

How do I move 2FA to a new phone?

Move your authenticator app to the new phone before you reset or hand in the old one. Most authenticator apps have a transfer or backup option.

You can also set it up fresh while you still have your old phone:

  1. Log in to Workforce.com.

  2. Go to My Profile and click Disable two factor authentication. Enter a code from your old phone and click Verify.

  3. Click Set up authenticator app.

  4. Scan the new QR code with your new phone, enter the 6-digit code and click Enable.

If you no longer have the old phone, contact Workforce.com support to reset your 2FA.

Can I turn off or reset 2FA for an employee?

No. Admins and managers can't turn off or reset another person's two-factor authentication (2FA). The person can turn it off themselves in My Profile with Disable two factor authentication, which needs a current code from their authenticator app. If they've lost their phone or app, they need to contact Workforce.com support to reset it, then set it up again from My Profile.

How do I turn off 2FA or multi-factor authentication (MFA) on my account?

Go to My Profile, click Disable two factor authentication, enter a code from your authenticator app and click Verify. If you're an Admin, General Manager, Payroll Officer or Partner, or your organisation requires 2FA, you can't keep it off. You'll be asked to set it up again before you can carry on.

Do General Managers, Admins and Payroll Officers have to use 2FA?

Yes. Admins, General Managers, Payroll Officers and Partners must set up an authenticator app before they can use Workforce.com on the website. This includes custom roles created with the Organisation Admin role type, and copies of these roles. It doesn't apply if your organisation has single sign-on (SSO) set up. Your organisation can also require it for every manager by turning on Enforce Two Factor Authentication. Employees never have to use it.

Why is my 6-digit code not working?

2FA codes depend on the time, so:

  • Enter the code before it changes. Each code lasts 30 seconds.

  • Check that your phone's date and time are set automatically.

  • Use the Workforce entry in your authenticator app (UK accounts may show EUWorkforce). If you've set up 2FA more than once, delete the old entries.

If you've lost access to the app, contact Workforce.com support to reset your 2FA.

Why does it say "There were some problems verifying your code"?

The code you entered didn't match. If this happens during setup:

  1. Check that your phone's date and time are set automatically.

  2. Delete any old Workforce entries from your authenticator app. UK accounts may show EUWorkforce.

  3. Go to My Profile and click Set up authenticator app again.

  4. Scan the QR code, enter the code currently showing in the app, and click Enable.

If it happens when you log in, enter the code currently showing in the app before it changes. After 10 incorrect attempts, your account is locked for 1 hour.

I'm locked out after entering the wrong code. What do I do?

After 10 incorrect attempts, your Workforce.com account is locked for 1 hour. Wrong 2FA codes and wrong passwords both count. Wait an hour, or reset your password with Can't log in? on the login page, which unlocks your account straight away.

Why do I keep getting asked for a verification code?

With two-factor authentication (2FA), you're asked for a code at most once every 24 hours on the same internet connection. You're asked again sooner if you log in from a different internet connection, for example a different Wi-Fi network or mobile data. There's no "remember this device" option.

Can I use email instead of an authenticator app for 2FA?

No. Setting up two-factor authentication (2FA) needs an authenticator app, and so does turning it off. If you lose access to the app, contact Workforce.com support to reset it.

Can I have the code sent to a different email, or set up a second login?

No. With two-factor authentication (2FA), your codes come from the authenticator app on your phone, not by email or text message. To change your login email, go to My Profile > Change Account Details and update Change your login & contact email.

Enforce Two-Factor Authentication (2FA) for your organisation
Password Troubleshooting
Access your Workforce.com account

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