Two-factor, or 2-step authentication adds an extra layer of security to your user account or to an organisation account, in case your password is stolen. Cin7 Core makes 2FA mandatory on all accounts. If you have not yet enabled two-factor authentication for your account, you will be prompted to do so when you log in.
Table of contents
- Setting up 2FA for the first time
- Reset two-step authentication
- Changing device
- I'm locked out of my device
- Troubleshooting Google Authenticator
- My Google Authenticator codes don't work
- There isn't a Google Authenticator app on my mobile device
- I have to authenticate every time I access Core
- My app is installed on my smart phone but won't launch when I tap the icon
- I've restarted my mobile device but Google Authenticator still won't launch when I tap on the icon
- I've restarted my mobile device, re-installed the Google Authenticator app but it still won't launch
- My app won't scan the barcode
Setting up 2FA for the first time
When logging on for the first time to an organization where 2FA is not enabled, you will be prompted to do so with a pop-up window. This is mandatory for all accounts for account security.
- Download the Google Authenticator app for your home and click Begin or add new.
- Scan the barcode or manually enter the code provided.
- The Google Authenticator App will provide a 6-digit code to enter into DEAR. When you have access to the Google Authenticator app, this is the fastest way to verify your account.
- Next, you will be prompted to set up alternative forms of authentication for when you do not have access to the app, see the next section.
NOTE: Users in China will not be able to access the Google Authenticator app. We recommend another 2FA app, such as 2FA Authenticator (2FAS) in this scenario. All 2FA authenticator apps work with the same logic and can be used to authenticate your account.
If you are unable to log in via the Google Authenticator app or via using your security questions, you can have the account owner for your organisation email DEAR Support and request for the 2FA to be disabled on your login. Please make sure the account owner states your login email on the request. DEAR only honours requests like this from account owners for security reasons.
Set up alternative form of identification
This step is important to stop the user being locked of the account. You can choose either:
- Email: Add an alternative email address to authenticate your account. A code will be sent to the alternative email address to confirm.
- Security questions: Add three security questions and answers to your account. The security questions are not case sensitive.
At any point during log in you can choose to verify yourself using the alternative form of identification. Logged in users can edit their alternative 2FA authentication method from the User profile page of their account.
Reset two-step authentication
You may need to reset two-factor authentication (2FA) if you uninstall the authenticator app, lose your device, or are otherwise unable to access your 2FA method. You will need to log in using your alternative ID method, you cannot reset 2FA with this method if you are completely locked out.
Any user can reset two-factor authentication from the User profile page of their account. It is not possible for the account owner to reset 2FA for other accounts, for security reasons.
Clicking Reset two-factor authentication will take you through the Google Authenticator steps again, for example, from a new device.
Changing device
When changing to a new device or phone, you will need to transfer Google Authenticator details from your old device to your new device. You cannot do this without access to your old device - it will compromise your security. If you don't have access to your old device, you will need to log in using your alternative form of identification, then reset two-factor authentication.
Go to Google Authenticator, open the menu and click Transfer accounts. Click Export accounts on your old device to generate a QR code to export your accounts. On your new account, click Import accounts to scan the QR code and transfer the accounts.
I'm locked out of my device
If you are unable to log in via the Google Authenticator app or via using your security questions, you can have the account owner for your organisation email our support team and request for the 2FA to be disabled on your login. Please make sure the account owner states your login email on the request. DEAR only honours requests like this from account owners for security reasons. The account owner will need to provide proof of ID and their ownership of the organization.
Troubleshooting Google Authenticator
My Google Authenticator codes don't work
This might be because the time on your Google Authenticator app is not synced correctly. To make sure that you have the correct time:
- On your device, go to the main menu of the Google Authenticator app
- Tap More → Settings → Time correction for codes → Sync now
- On the next screen, the app will confirm that the time has been synced, and you should now be able to use your codes to sign in.
The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date and Time settings.
This can also be resolved by setting your Android or iPhone to automatically update it's time. For an iPhone this is Setting → General, Date and time → Automatically correct time.
There isn't a Google Authenticator app on my mobile device
If you can't find Google Authenticator on your mobile device then it means that it has not been downloaded on to your device yet (as it doesn't come bundled with your device when you buy it). You will need to download the Google Authenticator app onto your device from the appropriate location:
- Play Store for Android devices
- App Store for IOS devices
- Windows Store for Windows devices
I have to authenticate every time I access Core
Cookies need to be enabled on your device.
If you do not have Cookies enabled you will be prompted to authenticate each time you access services that require Two Factor Authentication.
Find out how to enable cookies.
My app is installed on my smart phone but won't launch when I tap the icon
Restart your mobile device. Once you have done that it should launch.
I've restarted my mobile device but Google Authenticator still won't launch when I tap on the icon
The app probably didn't download and install properly when you first installed it.
Delete it from your mobile device and go through the download and installation process again.
I've restarted my mobile device, re-installed the Google Authenticator App but it still won't launch
Your mobile device may not support Authy or Google Authenticator. Please try another device.
My app won't scan the barcode
Try restarting your mobile device and begin again.
If this doesn't work then try removing the scanner app (does not apply to Apple iOS) and reinstalling it. Restart the mobile device and try scanning the barcode again.
If this does not work your device may not support Authy or Google Authenticator and you should try another device.