Accessing help center with two-factor authentication

<body>
<div class="article-banners" translate="no">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_with_guide_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Knowledge Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Enhance your account security with two-factor authentication by requiring a passcode, in addition to your password, for sign-in. Choose to receive passcodes via an authenticator app or email. If needed, you can disable the feature or use recovery codes if you lose access to your device. Remember, each recovery code is single-use, and losing them may result in account access loss.</p>
</div>
<div class="body">
<p class="p">Two-factor authentication enhances security by adding an extra layer of protection, making it
difficult for somebody else to sign in as you. When two-factor authentication is turned
on, end users are asked to enter a passcode after entering their password when signing
in. </p>
<p class="p">End users can get the passcode from a two-factor authentication app installed on their
mobile device. End users cannot use Short Message Service (SMS) for two-factor
authentication.</p>
<p class="p">If two-factor authentication is required, you'll be prompted to set it up when you sign
in. Even if it's not a requirement, you can still set it up for your own use.</p>
<p class="p">If you're an agent, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829277466" target="_blank">Using two-factor authentication to sign in to Zendesk
Support</a> to learn how to turn on two-factor authentication in the Zendesk
Support agent interface. </p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic_iwq_tcx_4zb__ul_lmz_cdx_4zb">
<li class="li"><a class="xref" href="#topic_qdm_yhk_gs">Turning on two-factor authentication</a></li>
<li class="li"><a class="xref" href="#topic_pxy_bxk_h2c">Receiving passcodes through an authenticator app</a></li>
<li class="li"><a class="xref" href="#topic_p3p_zhk_gs">Turning off two-factor authentication</a></li>
<li class="li"><a class="xref" href="#topic_ekz_13k_gs">Using and getting more recovery codes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qdm_yhk_gs">
<h2 class="title topictitle2" id="ariaid-title2">Turning on two-factor authentication</h2>
<div class="body">
<p class="p">If two-factor authentication isn't required, you can turn it on for your own use.
After you turn it on, you'll be prompted for a passcode every time you sign in.</p>
<div class="p">
<strong class="ph b">To turn on two-factor authentication</strong><ol class="ol" id="topic_qdm_yhk_gs__ol_zwp_31s_r2b">
<li class="li">Click your profile icon on the upper-right side of any help center page,
then click <strong class="ph b">Profile</strong> to display your profile.</li>
<li class="li">Click <strong class="ph b">Edit profile</strong>.</li>
<li class="li">Click <strong class="ph b">Manage 2FA</strong>.<p class="p"><img alt="image" class="image img-screenshot" id="topic_qdm_yhk_gs__image_ymn_cpm_pzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_user_profile_2FA.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Set up 2FA</strong>.<p class="p">The following dialog appears, prompting you to
select your preferred method for receiving passcodes.</p>
<p class="p"><img alt="image" class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/2FA_end_user_passcode.png" width="400"></p>
</li>
<li class="li">Continue to the sections below, depending on how you'd like to receive
passcodes:<ul class="ul" id="topic_qdm_yhk_gs__ul_hxy_wsd_h2c">
<li class="li"><a class="xref" href="#topic_pxy_bxk_h2c">Receiving passcodes through an authenticator app</a></li>
<li class="li"><a class="xref" href="#topic_oqr_mkz_4hc">Receiving passcodes through email</a></li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pxy_bxk_h2c">
<h2 class="title topictitle2" id="ariaid-title3">Receiving passcodes through an authenticator app</h2>
<div class="body">
<p class="p">To use an authenticator app to receive passcodes, you must install a two-factor
authentication app on your mobile device. Two-factor authentication apps include
<a class="xref" href="https://support.google.com/accounts/answer/1066447" target="_blank">Google Authenticator</a>, <a class="xref" href="https://www.authy.com/" target="_blank">Authy</a>, <a class="xref" href="https://support.microsoft.com/en-us/account-billing/download-microsoft-authenticator-351498fc-850a-45da-b7b6-27e523b8702a" target="_blank">Microsoft Authenticator</a>, <a class="xref" href="https://m.vip.symantec.com/" target="_blank">Symantec
VIP</a>, and <a class="xref" href="https://duo.com/product/trusted-users/two-factor-authentication/duo-mobile" target="_blank">Duo Mobile</a>. The app displays a valid
passcode on the opening screen. You typically get 30 seconds to use it before it
expires, then the app displays a new passcode.</p>
<div class="p">
<div class="note" id="topic_pxy_bxk_h2c__note_kmz_cdx_4zb">
<span class="notetitle">Note:</span> You need to use the mobile version of a two-factor
authentication app, not a desktop version.</div>
</div>
<div class="p">
<strong class="ph b">To configure an authenticator app to receive passcodes</strong><ol class="ol" id="topic_pxy_bxk_h2c__ol_zwp_31s_r2b">
<li class="li">The Set up two-factor authentication (2FA) page displays after turning on
2FA, or upon sign-in when 2FA is required. Click <strong class="ph b">Next</strong> to confirm
you've installed an authenticator app on your mobile device.<p class="p">You are
directed to the Connect your 2FA method step.</p>
<p class="p"><img alt="image" class="image img-screenshot" id="topic_pxy_bxk_h2c__image_axp_31s_r2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_user_profile_2FA_barcode.png" width="400"></p>
</li>
<li class="li">Start the two-factor authentication app on your device, select the option to
add an entry, and point your device's camera at the QR code (the blocky
square) on the Zendesk dialog in your browser window.<p class="p">The mobile app might
refer to this action as <strong class="ph b">Scan Barcode</strong>.</p>
<p class="p">The app should
automatically scan the QR code and generate a passcode. If you have
trouble scanning the QR code, you can manually enter the secret key
that's provided. Scanning the barcode is a one-time-only step.</p>
</li>
<li class="li">Enter the passcode generated by the app, then click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Copy recovery codes</strong> and save them in a safe location. If you
lose your phone or can't get a passcode, you must use a <a class="xref" href="#topic_ekz_13k_gs">recovery code</a> to sign
in.</li>
</ol>
</div>
<p class="p">From now on, when you sign in, you can get a valid passcode by simply opening a
two-factor authentication app on your device. The app displays a valid passcode on
the opening screen. The app doesn't need an internet connection to display valid
passcodes. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_oqr_mkz_4hc">
<h2 class="title topictitle2" id="ariaid-title4">Receiving passcodes through email</h2>
<div class="body">
<p class="p">If you'd like to receive passcodes through email, you must provide the email address
where you'd like them sent.</p>
<p class="p"><strong class="ph b">To receive passcodes through email</strong></p>
<ol class="ol" id="topic_oqr_mkz_4hc__ol_bkw_pkz_4hc">
<li class="li">Select <strong class="ph b">Email</strong> in the Set up two-factor authentication (2FA) dialog, then
click <strong class="ph b">Next</strong>.<p class="p">This dialog appears after turning on 2FA, or upon sign-in
when 2FA is required.</p>
</li>
<li class="li">Enter an email address, then click <strong class="ph b">Send passcode</strong>. <p class="p">An email will be
sent to the email address shortly.</p>
</li>
<li class="li">Enter the code sent to you, then click <strong class="ph b">Next</strong>.<p class="p">Email passcodes for 2FA
are valid for 60 seconds.</p>
</li>
<li class="li">Click <strong class="ph b">Copy recovery codes</strong> and save them in a safe location. If you lose
your phone or can't get a passcode, you must use a <a class="xref" href="#topic_ekz_13k_gs">recovery code</a> to sign in.</li>
<li class="li">Click <strong class="ph b">Done</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_p3p_zhk_gs">
<h2 class="title topictitle2" id="ariaid-title5">Turning off two-factor authentication</h2>
<div class="body">
<p class="p">If two-factor authentication is not a requirement, but you turned it on anyway, you
can turn it off.</p>
<ol class="ol" id="topic_p3p_zhk_gs__ol_pkg_fdx_4zb">
<li class="li">Click your profile icon on the upper-right side of any help center page, then
click <strong class="ph b">Profile</strong> to display your profile.</li>
<li class="li">Click <strong class="ph b">Edit profile</strong>.</li>
<li class="li">Click <strong class="ph b">Manage 2FA</strong>.</li>
<li class="li">Click <strong class="ph b">Turn off 2FA</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ekz_13k_gs">
<h2 class="title topictitle2" id="ariaid-title6">Using and getting more recovery codes</h2>
<div class="body">
<p class="p">If you lose your phone or can't access your device, you can use one of your recovery
codes to access your account again. When prompted for a passcode at sign-in, enter
one of your recovery codes. You can only use each code once. </p>
<p class="p">If two-factor authentication is required and you lost or used all of your recovery
codes, you have lost access to your account. You must create a new account to regain
access to help center.</p>
<p class="p">If two-factor authentication is <em class="ph i">not</em> required but you turned it on anyway, you
can get another set of recovery codes from your user profile page by <a class="xref" href="#topic_p3p_zhk_gs">turning off two-factor
authentication</a> and then <a class="xref" href="#topic_qdm_yhk_gs">turning it on</a> again.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6429382053530",
"url": "https://support.zendesk.com/hc/en-us/articles/6429382053530-Accessing-help-center-with-two-factor-authentication",
"headline": "Accessing help center with two-factor authentication",
"description": "You can enhance your account security by enabling two-factor authentication, which requires a passcode from an authenticator app or email in addition to your password when signing in, and manage recovery codes for account access if needed.",
"articleSection": "End-user guide for help center",
"datePublished": "2023-11-27T21:01:13+00:00",
"dateModified": "2026-04-07T02:59:53+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6429382053530"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Knowledge",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298860954"
}
}
}</script><script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>