For example, if someone managed to get hold of your username and password, they would also have to have access to the one-time passcode to be able to log in to your account.

You can use a UK mobile number or an international mobile number for two-factor authentication. If you enter an international mobile number, please make sure you also enter the relevant country code.

Do I have to use two-factor authentication every time I log in?

This will depend on the permissions you have on your account. Some users will be able to trust the device they’re using, if a user does this, for the next 18 hours they won’t have to authenticate each time they log in. But, if you have extra permissions you may have to authenticate every time you log in. 

What should I do if I change my mobile number, or I lose my device?

If you want to change the mobile number you use for two-factor authentication and you still have access to the number we currently hold you can update this yourself. Log in to your account and select Account at the top right. Then scroll down to Account security and select Change mobile number at the Authentication mobile number section.  You need to be able to access the number we currently hold as well as your new number. This is because we’ll ask you to prove your identity by sending code to your old number before you can use your new number.

If you don’t have access to the old number or you’ve lost your device, speak to the employer administrator and ask them to reset your authentication method. The next time you log in, you’ll be able to set up a new mobile number or temporarily get the code sent to a landline. If you don’t have an employer administrator or they aren’t available, you can contact us and we’ll be happy to help.

It’s important to note that if you change your mobile number for two-factor authentication, this doesn’t change your number for contact purposes. To also change it for contact purposes log into your account and select Account at the top right. Then you should scroll to Your details and select Edit next to your mobile number at the Contact details section.

What should I do if I don’t receive a code?

The one-time passcode should come through quickly. You can check to see if you’re having connection issues or perhaps don’t have a good mobile signal. Check it’s not being sent to a different number, you can see the last three digits of the number on the screen. On the rare occasion it could be because the service is currently down. If you continue to have problems and aren’t receiving the code, contact us.