Two-Factor Authentication: Recovering access to a staff account

When 2FA is required, staff members are prompted to complete setup at the next sign-in. Passcodes can be received by:

• An authenticator app, or
• Via email

During setup, a recovery code will also be provided. These can be used in case access to the authentication app is lost.

If the recovery code is lost, the Mojo Helpdesk admin can generate a new one-time recovery code for the staff member.

Each recovery code can only be used once and should be stored securely.

Signing in with 2FA

1. Enter your email and password.
2. Enter the 6-digit passcode from your authenticator app or email.

Using a recovery code

If access to the authenticator app is lost:

1. Sign in with email and password.
2. When prompted for a passcode, enter a recovery code instead.

To reduce the number of passcode prompts, a device can be remembered for 30 days. At the passcode prompt, select Remember this device for 30 days

Changing the 2FA method

Each agent can update their two-factor authentication method at any time.

1. Select the user icon on the upper right
2. Choose Profile
3. Scroll to the Two-Factor Authentication section
4. Select Edit and choose a preferred method