Set Up Two-Factor Authentication

Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Additionally, account Administrators can require 2FA for all Users on the account. 

In this article

How Two-Factor Works

With 2FA enabled, you'll enter your normal Help Scout password when logging in. Once you enter your password, we'll send a special verification code via text message. If you're not able to use your phone, you can enter a recovery code to log in. Each code is unique, and can only be used once to log in. 

Two-factor authentication is also enforced when logging in to Help Scout via our iOS and Android apps. You'll need to enter a verification code on your mobile device when logging in.

Note: If you're using SAML or your Google account to log in to Help Scout, two-factor authentication will not be available. Use the service you're using to log in with for two-factor authentication. For example, if you're signing in with your Google account, you'd go through the 2FA process on the Google side before logging in to Help Scout. 

Before You Begin

You'll need to download an authenticator app, such as Google Authenticator or  Authy for your mobile device.

Enable Two-Factor Authentication 

Log in to Help Scout, then click on the Account icon, followed by the Your Profile link.
Click on the Authentication link in the left hand sidebar. On the Security tab, flip the toggle to enable 2FA.
Select the Authenticator App tile, then click the Next Step button. You can also select the Text Message tile. Verification codes will be sent right to your mobile device. 


Open the authenticator app on your mobile phone. Scan the barcode on the screen, then click Next Step


Enter the 6-digit verification code generated by your authenticator app, then click  Next Step


Enter an optional backup number. You'll receive a text message to verify the number. Click Next Step to verify your backup number or Skip if you don't want to use a backup number. Two-factor authentication is now enabled for your account. 

Manage 2FA Settings

From your profile page, you can disable 2FA, change the primary method you use to authenticate, change your backup number, or view your recovery codes.

Administrators can enable required 2FA for all users under Manage → Company → Authentication  → Two-Factor Authentication.

Recovery Codes

If you're not able to use your phone, you can use a recovery code to log in. We recommend saving the codes in a password management app, such as 1Password. You can also print them if needed.

If you regenerate new codes, remember to save them. Your old recovery codes become invalid once new codes are generated. 

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