Add two-factor authentication (2FA) to your Gorgias accountUpdated 13 days ago

Two-factor authentication (2FA) is a security measure that requires a password, plus a secondary credential (usually a code from your mobile phone) to successfully verify a user’s identity. You can turn on 2FA for your Gorgias account for an additional layer of security.

Requirements

• All users who sign in with an email address and password can add 2FA to their account
• Available on all Helpdesk plans

What to expect

• You’ll need access to an authenticator app to sign in to Gorgias
• When 2FA is enabled, you’ll enter a verification code and password each time you sign in.
• Setting up 2FA is optional, unless your Gorgias Admin requires mandatory 2FA for all users.

Enable 2FA

Step 1: Download an authenticator app

To use 2FA with Gorgias, you’ll need to download and install an authenticator app on your mobile device. There are many options available for you to choose from, but we’ve listed a few below to get you started:

• iPhone: Google Authenticator, Duo Mobile, 1Password, Authy, Microsoft Authenticator
• Android: Google Authenticator, Duo Mobile, 1Password, Authy, Microsoft Authenticator

Step 2: Set up 2FA

Once 2FA is enabled, you will be prompted to enter a 6-digit code from the authenticator app (or a recovery code) every time you sign in to Gorgias.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Profile, then select Password & 2FA.
3. Under Two-Factor Authentication (2FA), click Enable 2FA.
4. Follow the on-screen prompts to set up your authenticator app. Be sure to save your recovery codes!

When 2FA isn’t enabled, Gorgias will send a verification link any time you sign in from an unknown location, or from an IP address that hasn't been used within the last 30 days. You’ll need access to the email inbox associated with the email address you’re signing in with in order to click the verification link and complete the sign in process.

Disable 2FA

You can disable 2FA on your account as long as your Gorgias Admin hasn’t made it mandatory for all users.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Profile, then select Password & 2FA.
3. Under Two-Factor Authentication (2FA), click Disable 2FA.
4. Enter your password and a verification code.
5. Click Disable 2FA.
   
   

Troubleshoot 2FA lockout issues

If you lose your phone, or aren’t receiving a code from your authenticator app, you can use one of the recovery codes provided when you first set up 2FA on your account.

If you don’t have access to your recovery codes, provide the instructions below to your Gorgias Admin or IT manager:

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select Users.
3. Select the impacted user from the list, then click Reset 2FA token.
4. Click Reset Token.

Once your 2FA has been reset, you can sign in, and set up 2FA again.