Two-factor authentication (2FA)

This guide will explain how the two-factor authentication works to keep your account secure.

What is two-factor authentication (or 2FA)?

Which roles need to set up 2FA?

At what points will I be asked to complete 2FA?

How do I set up 2FA?

Setting up 2FA via SMS

Setting up 2FA via an Authenticator app

I’ve set up SMS 2FA. What happens if I don’t receive my SMS code when logging in? 

2FA: Fixing verification code errors

I want to change my method of authentication. How do I do this? 

My phone has been stolen, so I can’t receive my verification code: what do I do?

What is two-factor authentication (or 2FA)?

Two-factor authentication, or 2FA, adds an extra layer of protection to your Exchange account. It’s a method of verification which requires a user to input two forms of identification, from two separate trusted devices, to gain access to an account or feature.

When trying to complete certain actions on the platform, we now require you to input a unique verification code (which we’ll send to your phone via SMS or an Authenticator app)

If you’ve ever been on a website that's asked you for a verification code, pin, secure information, or to scan your fingerprint (alongside your password) before completing an action, that’s 2FA in action.

Which roles need to set up 2FA?

2FA is required for:

• The Exchange Account Owner
• Company Admins
• Finance Directors
• Finance Bookkeepers

At what points will I be asked to complete 2FA?

There are various actions in the platform that require two-factor authentication, such as:

• Login

• Adding or editing users 

• Accessing the Wallet 

• Confirming payments from your bank account

How do I set up 2FA?

You will be prompted to setup 2FA when you first login, you can also do this from the settings page, or vis SMS.

Setting up 2FA, via your Profile Settings.

To do this, click Settings > My Profile > Two-Factor Authentication > Register.

Setting up 2FA at Login.

To do this, enter your email and password at login and follow the instructions on the prompt.  

You’ll then need to choose your preferred method of 2FA – via SMS or an Authenticator app.

Click on the option you prefer.

Setting up 2FA when you’re prompted within the platform.

If you have not set up 2FA through Settings or at Login, you will be prompted to do so when you try to access a feature that requires 2FA, such as:

• Add/edit a user or driver
• Change your authentication method
• Accessing the Wallet for payments on the platform
• Confirming payments from your bank account

Setting up 2FA via SMS

Input the phone number you’d like to register for 2FA. This will be the phone number your verification codes are then sent to. Once you’ve input the phone number, press Continue to get the verification code. 

When you receive the verification code on your phone, input the six-digit code into the screen on your desktop and press authenticate.

Then, you’re set up!

Setting up 2FA via an Authenticator app

Scan the QR code with your phone. Please note, if you choose an Authenticator app, you’ll need to download it to your phone first. Learn how:

How to download Google Authenticator

How to download Microsoft Authenticator

Here's an example of the QR Code that you can scan once you select an Authenticator app method.

I’ve set up SMS 2FA. What happens if I don’t receive my SMS code when logging in? 

If you don’t receive a verification code, please double-check your phone number by selecting Cancel and starting over. If that still does not work, please submit a support request so our Support Team can help you.

Two-factor authentication: Fixing verification code errors

Overview

If you see the error "Verification code is incorrect or expired. Please try again. If the problem continues, check your device is set to use automatic date and time." when signing in with two-factor authentication (2FA), your device timezone may be set incorrectly. This is a common cause that prevents your authenticator app from synchronising properly, causing codes to expire before you can use them.

Authenticator apps work by synchronising with your device system time. When your timezone is wrong, the synchronisation fails and codes expire instantly. The good news: this is a simple fix that takes just a few minutes.

When to use this guide

Use this guide if you are experiencing any of the following:

• 2FA verification codes are rejected as incorrect or expired
• Codes expire instantly or too quickly after generation
• You can log in on one device but not another
• The issue started after travelling or a system update

How to fix it

Select your device type below and follow the step-by-step instructions to check and adjust your timezone setting.

Still not working?

After updating your timezone, try logging in again with a fresh code. If codes are still expiring:

• Restart your device completely (do not just lock and unlock it)
• Verify the time shown on your device is correct
• In your authenticator app, check if there is a "sync time" or "sync with server" option and use it
• Uninstall and reinstall your authenticator app
• Contact TEG Support if the issue persists

Need help?

If you have tried the steps above and still cannot log in, contact TEG Support:

I want to change my method of authentication. How do I do this? 

Please submit a support request. Our support team will help you make the change.

What to do if I have lost my phone which was used to set up 2FA?

If you no longer have access to your authenticator app or SMS, please submit a support request.