Adding an extra layer of security to your Ticketsolve account is quick and simple. Two-factor authentication (2FA) means that users will log in using both their password and a unique code from an authenticator app, making things much safer for everyone.
How to enable 2FA on your account
Submit a support request
To activate 2FA, your organisation’s system administrator or manager will need to raise a support ticket. Only the Ticketsolve Support team can enable 2FA.
For security reasons, our team will call the requester to confirm the request is genuine.
Choose how you’d like 2FA to work
Let Support know which setting you'd prefer for your account:
- Optional: Users can choose to enable 2FA individually via the My Account section. Not all users are required to use it.
- Required: Every user must use 2FA, no exceptions.
Get your authenticator app ready
All users who plan to use 2FA will need to download an authenticator app on their mobile device. This app generates the unique codes needed to log in securely.
We recommend Google Authenticator or Microsoft Authenticator, available from all major app stores.
Optional 2FA
We recommend starting with Optional 2FA, so users can get comfortable with the process before rolling it out fully. With this setting:
Each user can decide whether to enable 2FA for their login.
Those who opt in will need to complete the one-time setup below.
Enabling 2FA for your own login
To enable 2FA for your own login:
1. Go to Users > My Account.
2. Click Enable 2FA.
3. A pop-up will appear asking you to download and open your authentication app.
4. In your app, click the + sign to add a new account.
5. Use your phone to:
Scan the QR code shown in the pop-up or
Manually enter the code displayed.
6. Once linked, your app will generate a 6-digit passcode that refreshes every 30 seconds. Don’t worry if you miss a code, as it will keep generating them.
7. Back in the pop-up, click Next.
8. Enter the 6-digit code from the app into the field provided.
9. You’ll get a confirmation message: “Two-factor authentication is enabled for [your username].”
10. If 2FA is optional, you can click Disable 2FA to remove it from your login.
Required 2FA
If your organisation has chosen the Required setting, every user must complete 2FA setup. Here’s what happens:
- After the setting is switched on, users will be prompted to set up 2FA the next time they log in. (They won't be able to log in until 2FA is set up.)
- The setup process is the same as above, but triggered right from the login screen instead of the User tab.
Logging into Ticketsolve with 2FA
Once 2FA is enabled and your authenticator app is set up, logging in is just as easy, with one quick extra step:
1. Enter your username and password as usual.
2. You’ll be prompted to enter your 6-digit 2FA code from the app.
3. Done! You’re securely logged in.
FAQs
If you're switching to a new phone, you'll need to transfer your authenticator app (such as Google Authenticator or Microsoft Authenticator) to your new device. Otherwise, you won’t be able to log in using 2FA.
Both Google and Microsoft provide step-by-step guides to help you transfer your codes:
Make sure you complete this process before wiping or recycling your old phone, if possible.
If you no longer have access to your authenticator app and can't transfer your codes, you'll need help from within your organisation.
Contact your Ticketsolve administrator (or any Super User). They will need to:
- Create a new Ticketsolve login for you
- Once set up, you’ll be able to activate 2FA again on your new device
Please note: Ticketsolve Support cannot reset 2FA for individual users. This is a security measure - we don’t have access to override or reset 2FA logins.
If you’d like to change your account’s 2FA setting, either from optional to required or from required to optional, just contact the Ticketsolve Support team. They can update this setting on your behalf.
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