Short Answer
Multi-Factor Authentication (MFA) adds an extra layer of security to your account, on top of your password. Once your email and password are accepted, you verify a short code before you reach the platform. It matters here because your account holds compliance records and team data.
When you'll be asked for Multi-Factor Authentication
Every time you sign in. MFA sits between the sign-in page and your dashboard, so once your email and password are accepted you will be asked to verify a login code before you go any further.
Ticking Keep me logged in on the sign-in page keeps your session alive across browser restarts, so you sign in less often. It does not skip the code when you do sign in.
How to complete MFA
After you enter your email and password, you choose how to receive your code. Neither option is the default - pick whichever suits you.
Receive a code by email
Select Receive a code via email.
A six digit code is sent to the email address on your account.
Enter it in the Code field and select Verify Code.
Note: if the email does not arrive, the resend link becomes available after a sixty second countdown. It will not respond before then.
Use an authentication app
Select Use an authentication app.
Download an authenticator app such as Google Authenticator or Authy if you do not have one.
Open it and scan the QR code on screen, then select Next.
Enter the six digit code from the app and select Verify Code.
You can return to the method choice at any point with Back to selection, or leave without signing in using Back to log in.
If something goes wrong
The code was rejected. Check you have entered all six digits and try again. If you are using an authenticator app the code changes every thirty seconds, so if yours has just refreshed, enter the new one.
The email has not arrived. Wait for the sixty second countdown beneath the button to finish, then select Resend code. Check your junk or spam folder, and add The Desktop to your safe senders so it does not happen again. Always use the most recent code you were sent.
You cannot get into that email account. The code goes to the address on your account. If you no longer have access to that inbox, contact our support team — it is not something you can change from the sign-in screen.
Still stuck? Contact our support team and we will get you signed in.