FAQs & Troubleshooting: Two-Factor Authentication (2FA)
Troubleshoot and resolve common issues related to 2FA in Unbxd Netcore.
Q. What is Two-Factor Authentication (2FA), and why is it required?
A. 2FA adds a second layer of security to your account. It combines your password with a 6-digit code from an authenticator app, helping protect your account from unauthorized access even if your password is compromised.
Q. Who can enable or enforce 2FA?
A. Only the Account Owner/Admin can enable or disable 2FA for the entire account. Once enabled, all users must complete the 2FA setup during their next login.
Q. How do I change my 2FA device or switch to a new authenticator app?
A. You can update your 2FA device from your user profile. This is useful if you’ve changed phones or want to use a different authenticator app.
Steps:
- Go to My Profile >**Two-Factor Authentication ** section.
- Enter your current 6-digit OTP from your existing app to verify.
- After verification, scan the new QR code with your new device/app.
- Complete the setup and download your newly generated backup codes.
Once updated, your previous authenticator app will stop working. Be sure to finish the setup fully.
Q. What if I want to change my 2FA device but no longer have access to the old one?
A. If you’ve lost access to your previous device and cannot provide the current OTP to verify, you won’t be able to switch 2FA devices yourself.
You must contact your Account Admin to request a 2FA reset. After the reset, you’ll be prompted to set up 2FA again during your next login.
Q. Can individual users enable 2FA themselves?
A. No. In Unbxd Netcore, individual users cannot enable 2FA independently. It must be enforced at the account level by an admin.
Q. What happens if I lose my phone or can’t access the authenticator app?
A. Use one of the backup codes provided during setup to log in. Each code is single-use, so make sure to store them securely.
If you don’t have access to backup codes, ask your Account Admin to reset your 2FA setup.
Q. I’ve used all my backup codes and lost access to my authenticator device. How can I generate new backup codes?
A. If you no longer have access to your authenticator app and have exhausted all backup codes, you will not be able to log in or regenerate new codes on your own.
In this case, you must contact the Netcore Support team for assistance. They will help you reset your 2FA configuration, after which you can set up 2FA again and receive a new set of backup codes.
Tip: Always download and securely store your backup codes immediately after setting up 2FA or switching authenticator apps.
Q. How do I use a backup code?
A. On the 2FA screen, click Use Backup Code and enter any unused backup code. You’ll gain access to your account if the code is valid.
Q. Can I disable 2FA?
A. If 2FA is enforced at the account level, you cannot disable it yourself.
Only Account Owners/Admins can turn off account-level 2FA.
Q. What if my backup codes are lost or used up?
A. If you’ve used all your backup codes and cannot access your authenticator app, contact your Account Admin to reset your 2FA.
Q. What should I do if the 2FA setup fails?
A. If you encounter issues while scanning the QR code or entering the verification code:
- Ensure the time on your phone is set to automatic.
- Try manually entering the key displayed on-screen into your app.
- If problems persist, contact your admin or Netcore support team