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How to set up two-factor authentication (2FA)

  • Updated

For an added layer of security, turn on two-factor authentication (2FA) for your account. If your password is compromised or stolen, you'll have peace of mind knowing that two-factor authentication keeps others out of your account, even if they have your password.

Note: Two-factor authentication (2FA) is available on all plans: Basic, Pro, Business, and Enterprise

How it works

With 2FA enabled, when you sign in to your account, you'll need to provide two pieces of information—your password and a one-time temporary 6-digit verification code. By entering the code, you're verifying that you trust your device.

Because your password alone is no longer enough to access your account, 2FA dramatically improves the security of your account and all the important conversations you store with Otter.

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Once signed in, you won’t be asked for a verification code on that device again unless you sign out completely or need to change your password for security reasons. We have two options for you to receive the 6-digit verification code: Authenticator or Phone Number (SMS)

Authenticator 

For all plans, you will be able to use any authenticator service/app that is able to receive a 6-digit one-time password (OTP). Here are some authenticator options you can use, however, any OTP authenticator service will work:

Phone Number (SMS)

This option is only available for our Business & Enterprise plans. If you are on a Business or Enterprise plan, you will have the option to use your trusted phone number to receive an SMS text with your 6-digit verification code instead of using an authenticator app. 

Note: Only available for phone numbers in the US & Canada. For users outside of the US or Canada region, please use an authenticator app.

How to turn on two-factor authentication (2FA)

Note: Setting up 2FA with an authenticator app must be done on a desktop (recommended) or mobile browser. It is currently not available to be set up on the mobile app. 

Follow these steps to turn on 2FA for your account:

  1. Click on your name in the upper right corner to expand the menu.
  2. Click on Account Settings.
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  3. Navigate to the Security tab on the right.
  4. Click Set up to begin the process.
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  5. Click Continue for the Authentication app method.
    3__choose_the_app.png
  6. You will then need to scan the QR code or add the secret key in your authenticator app. Add in the 6-digit verification code and click Continue.
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  7. Your account is now set up with 2FA.
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  8. (Recommended) On the Security tab, we recommend generating recovery codes at the bottom to ensure you will be able to access your account even if you lose your phone. Save the codes in a safe location.
    6__recovery_codes.png

How to turn on two-factor authentication (2FA) for your Team account

For Business & Enterprise, Admins can turn on 2FA for your entire team to ensure your users’ accounts are secured. As the admin, you will need to first set up 2FA for your own account, before enabling 2FA for the rest of the team.

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Follow the How to turn on two-factor authentication for your account instructions. Once you have enabled it for your own account, follow the steps below.

  1. Sign in to Otter using your admin account.
  2. Click on your name in the upper right corner to expand the menu.
  3. Click My Team.
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  4. Navigate to Settings & Security and toggle on Two-factor authentication.
    8__team_2fa.png
  5. A pop-up will appear. Click Enable to complete the process.
    9__enable_for_whole_team.png
  6. All team members will be signed out if they have not set up 2FA yet. They will be prompted to add a phone number or set up through the authenticator app method once they sign in again.
    10__user_add_phone.png

Note: Members who have not set up 2FA before will be immediately signed out of Otter and prompted to set up 2FA before signing in again. New members will also be required to set up 2FA when creating an Otter account.

Changing authentication method

Each team member will be able to select the authentication method that works best for them. You can use an authenticator app or your phone number for SMS.

  1. Go to Account Settings > Security.
  2. Click Change authentication method.
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  3. You will need to enter your password to verify.
    12__verify.png

    Note: If you originally created your Otter account using Google, Microsoft, or Apple sign-in, you will need to verify through that method.

  4. You will then have the option to change your authentication method.
    12__change_method.png
  5. Click Continue to follow the steps for setup.

Turn off two-factor authentication (2FA)

To turn off two-factor authentication for your own account, follow these steps.

  1. Navigate to Account Settings > Security. 
  2. Click Turn off.
    13__turn_off.png
  3. Verify that you are the owner. 
  4. 2FA is now turned off.

Note: If you are part of a Team that has 2FA enabled, your admin will need to disable 2FA for the entire team, before you are able to turn off 2FA for your own account

To turn off two-factor authentication for your Team account, follow these steps.

  1. As the admin, navigate to My Teams > Settings & Security. 
  2. Toggle off Two-factor authentication.
    14__turn_off_team_2fa.png
  3. Click Disable.
    15__disable.png
  4. Team members who set up it previously will still have 2FA enabled. They can individually turn it off or on for their own account.

If you're having trouble accessing your account with two-factor authentication, contact customer support for assistance. You can also review our ‘Troubleshooting two-factor authentication’ article for more information.

 

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