Two-factor (2FA) or multi-factor authentication (MFA) is an additional security layer for your account, helping to address the vulnerabilities of a standard password-only approach. It is a critical feature for securing your TenantCloud account and provides enhanced safety by minimizing unauthorized access.

If you have two-factor authentication enabled, you’ll need access to your phone while signing in to the system. This way if your password is compromised or stolen, only you can sign in to your account. In case you lose access to your phone, alternative recovery methods such as backup codes or identity verification can help you regain control of your account.

During sign-in, run the authentication app you are using. Then enter your account credentials. In order to complete the procedure, enter the authentication code from the application. If you lose your phone or delete your authentication app, you can use one of your backup codes to sign in to your account. Simply enter a backup code when asked for an Authentication Code. If both the authenticator app and backup codes are inaccessible, you may need to verify your identity to regain access, including submitting a selfie with your ID to TenantCloud support.

Note! Ten backup codes were generated during the 2FA setup process in a PDF file. You can use any one of these codes to log in to your account, but each code can only be used once. You can also get a new set of codes if you have used all of the previous ones. If you lose all backup codes, contact TenantCloud support to request a one-time recovery code after completing the necessary identity verification steps.

If you encounter challenges with accessing your TenantCloud account, such as losing access to your authenticator app or backup codes, follow the steps suggested below to recover your account securely.

To do so, please click on your profile picture and select the Settings option. Click on the "Security" tab in the Account settings section. Click the "generate backup codes" link to generate a new list of codes and confirm the action: Alternatively, you can contact TenantCloud support if you are unable to log in and need assistance generating a new set of backup codes.

If you lose access to both your authenticator app and backup codes, you need to complete an identity verification process which includes:

If your 2FA is set up on an old phone and you don't have backup codes:

If you encounter unrecognized prompts during authentication when switching between Google login and an authenticator app:

Your backup codes are sent to your registered email address during 2FA setup. Check your inbox, spam, or junk folders for an email from noreply@tenantcloud.com. If you still cannot find them, contact TenantCloud support for further support.