--- title: "2FA" slug: "two-factor-authentication" description: "Two-factor authentication (2FA) helps to keep your account secure." tags: ["2FA", "authentication", "authenticator", "google", "google authenticator", "logging in", "login", "MFA", "multi-factor", "password", "sign in", "signing in", "two-factor"] updated: 2025-09-24T13:51:07Z published: 2025-09-24T13:51:07Z canonical: "docs.voiso.com/two-factor-authentication" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Two-factor authentication **Who should read this article**: Agents Two-factor authentication (2FA) helps to keep your account secure. Note In *rare* cases, a contact center may choose to disable 2FA. If this applies to your contact center, the information in this article does not apply. ## Introduction All Voiso user accounts are protected by two-factor authentication (2FA), also known as multi-factor authentication. Important Before using Voiso for the first time, including on the [Voiso Mobile app](/v1/docs/mobile-app), the Freshdesk integration, and the Salesforce integration, you must complete the two-factor authentication setup. Once set up, you'll be required to enter a 6-digit code generated by Google Authenticator each time you sign in. This includes signing in from the Agent Panel, CRMs like Salesforce, and the [Voiso Mobile app](/v1/docs/download-the-mobile-app). To complete setup, download and install the Google Authenticator app on an Android or iOS device that you have with you at all times. You’ll use this app to generate a sign-in code every time you access your account. Tip If you don't have access to an Android or iOS device, you can use the **Authenticator** Chrome extension instead. For more information, see [Using the authenticator browser extension](/v1/docs/two-factor-authentication#using-the-authenticator-browser-extension). ## Setting up 2FA for your account Watch the video below for a step-by-step demonstration of the 2FA setup process in Voiso. Then follow the instructions in the procedure to complete the setup on your account. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/2FA%20Sign-in%20Process%20Mandatory.mp4) 1. Get your contact center URL or sign-in link from your administrator, supervisor, or team lead. 2. On the **Sign in** page, enter the email address and password provided by your contact center. 3. Click **Sign in** to begin the setup process. 4. On the welcome screen, click **Set it up now** to display the **Two-factor authentication** page. 5. Click **Get started** to open the **Install Google Authenticator app** page. 6. On your [Android](https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2) or [iOS](https://apps.apple.com/us/app/google-authenticator/id388497605) mobile device, download and install the **Google Authenticator** app. 7. Launch the app on your mobile device. 8. Follow the on-screen instructions to sign in to a Google account or continue without one. 9. Back in Voiso, click **Next** on the **Install Google Authenticator app** page. 10. Use your mobile device to scan the QR code displayed on the **Scan the QR code** page, then click **Next**. If you're unable to scan the QR code, manually enter the setup key provided below it. Note If you see a message like **Looks like there aren't any Google Authenticator codes yet**, click **Add a code**. If you already have codes for other services, tap the **+** icon to add a new one. If prompted with **Set up your first account**, scan the QR code or enter the setup key manually. 11. The Google Authenticator app displays a 6-digit code. 12. On the Voiso **Verify configuration** page, enter the code and click **Confirm**. 13. A confirmation message appears indicating that the setup was successful. Click **Go to Sign in** to proceed. 14. On the **Sign in** page, enter your email and password again, then click **Sign in**. 15. On the **Two-factor authentication** page, enter a new 6-digit code from the Google Authenticator app and click **Confirm**. Important You must repeat steps 14 and 15 each time you sign in to your Voiso contact center account. ### Authenticator app and time syncing Authenticator app 2FA codes rely on the time settings of your mobile device or computer. If you experience issues using the Authenticator app for 2FA, it might be the result of your device's time setting being out of synchronization. This can occur when you manually set the time on your device or if your device has not been connected to the internet for a long time. To ensure that your device uses the correct time for your location, switch the time settings from **Manual** to **Automatic**. This is done in the **Settings** app where you specify the date and time. If the setting is already on **Automatic**, turn the setting off and back on to resynchronize the device time. ### Using the Authenticator browser extension If you do not have access to a mobile device, the **Authenticator** extension from the **Chrome Web Store** can be used to generate Google 2FA codes. Follow these steps: 1. In the **[Chrome Web Store](https://chrome.google.com/webstore/category/extensions?hl=en-US)**, search for **Authenticator** and add it to Chrome as an extension. ![2FA Obtain Chrome Authenticator Extension](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/2FA%20Obtain%20Chrome%20Authenticator%20Extension.gif) 2. Sign in to Voiso and click the **Set it up now** link to start the Voiso **Two-factor authentication** process. 3. Skip the **Install Google Authenticator app** step. 4. When the QR code is displayed, click the **Authenticator** extension icon in the toolbar. 5. In the Authenticator panel, click the **Scan QR Code** icon, then drag a selection around the QR code. Click **Next** to verify the configuration. ![2FA Scan QR With Chrome Authenticator Extension](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/2FA%20Scan%20QR%20With%20Chrome%20Authenticator%20Extension.gif) 6. Click the **Authenticator** icon to obtain a 6-digit code. 7. Click the code to automatically copy it, then paste the code into the **Verify configuration** panel. Click **Confirm**. 8. When the **Setup successful** panel displays, click **Go to Sign in** to sign back in to Voiso. 9. Sign in with a Voiso username and password, then repeat the process of obtaining a code from the **Authenticator** extension to complete the two-factor authentication sign in process. ![2FA Login With Chrome Authenticator Extension](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/2FA%20Login%20With%20Chrome%20Authenticator%20Extension.gif) ## 2FA reset for lost devices If you no longer have access to the Google Authenticator app—for example, because you've lost your mobile device or work computer—or if you experience errors during the initial 2FA setup, you can ask your supervisor or administrator to reset your 2FA status. This will allow you to complete the setup process again the next time you sign in. To request a 2FA reset, navigate to the Voiso sign-in page and attempt to sign in. On the **Two-factor authentication** page, click the link below the **Confirm** button to alert your supervisor that you need your 2FA status reset. ![2FA Sign-in Request Reset Link](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/2FA%20Sign-in%20Request%20Reset%20Link.png) After your supervisor resets your 2FA status, sign in to Voiso and repeat the [2FA setup for your account](/v1/docs/two-factor-authentication#setting-up-2fa-for-your-account). Tip To avoid delays, we recommend letting your supervisor know directly after requesting the reset. ## Related - [Getting started](/agent-getting-started-omnichannel-workspace.md) - [Getting started](/agent-panel-getting-started.md)