From September 2nd, Connect will require multi-factor authentication for sign-in.
What is multi-factor authentication?
Multi-factor authentication (MFA) adds an extra layer of security to your account by requiring two things to log in:
- Your username and password
- Your phone + an authenticator app
Think of it like using both a key and a security code to enter a building. Even if someone gets your password, they still can't access your account without your phone.
Why Connect now requires MFA
We've made MFA mandatory on Connect to better protect your data and meet industry security standards.
This change helps ensure that:
- Your company's sensitive information stays secure
- We meet compliance requirements that protect everyone
Setting up your authenticator app
Step 1: Download an authenticator app
Most popular authenticator apps that support a timed one-time password (TOTP) should work.
We have tested and recommend:
- Google Authenticator
- Microsoft Authenticator
- Free OTP
- 1password
All work the same way, so you can choose whichever your organisation supports.
Step 2: Set up MFA on your Connect account
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Log in to Connect using your current username and password
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Look for the MFA setup prompt - you'll see this automatically if MFA isn't set up yet
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Open your authenticator app and tap the "+" or "Add account" button
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Scan the QR code shown on your screen using your authenticator app
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Enter the 6-digit code from your authenticator app into Connect MFA setup prompt to complete setup
Logging in with MFA
Once MFA is set up, here's how to log in:
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Enter your username and password as usual
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Open your authenticator app and find your account
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Enter the 6-digit code shown in your authenticator app (these codes change every 30 seconds)
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Click "Sign in" or press Enter
The whole process typically takes about 10 seconds once you're used to it.
Common issues and solutions
"Invalid code" or "Code expired" errors
What's happening: The 6-digit codes change every 30 seconds. If you wait too long or your phone's clock is wrong, the code won't work.
How to fix it:
- Wait for a fresh code to appear in your app (look for the timer)
- Check that your phone's time is set to automatic
- Try the new code right away
"I lost my phone" or "Got a new phone"
What's happening: Your authenticator app was on your old device.
How to fix it:
- You’ll need to ask your Connect admin to reset MFA for your account
- Follow the above steps for setting up MFA again with your new device
"My authenticator app was deleted" or "App won't open"
What's happening: The app or your account within it was removed.
How to fix it:
- You’ll need to ask your admin to reset MFA for your account
- Follow the above steps for setting up MFA again with your new device
"The QR code won't scan"
What's happening: Camera issues or lighting problems.
How to fix it:
- Make sure your camera has permission to access the app
- Try better lighting or move closer/farther from the screen
- Look for a "Manual entry" option in your authenticator app and select “I can’t scan a QR code”.
"I'm traveling and can't access my codes"
What's happening: Your phone might not have internet, or you're in a different time zone.
How to fix it:
- Authenticator apps work without internet - the codes are generated on your device
- Make sure your phone's time zone is correct
Tips for smooth MFA usage
- Update your authenticator app regularly to avoid bugs
- Don't screenshot your QR code during setup - delete it if you accidentally did
Getting additional help
If you're still having trouble:
- Check your setup - make sure you followed each step completely
- Try a different browser - sometimes browser issues cause problems
For urgent access needs: Contact your Connect admin or our support team directly.
Security reminders
Never share your 6-digit codes with anyone, including support staff