Two-factor authentication

An authenticator app is one option within HLB two-factor authentication, alongside email and SMS. When prompted for this second check, you can enter a time-based verification code from an authenticator app on your phone. Any TOTP-compatible authenticator app works, including Google Authenticator, Microsoft Authenticator and Authy.

Your account holds customer contacts, conversations and business settings, so it is worth protecting. Codes from an app do not depend only on SMS or email delivery. This means you rely less on text-message verification, which helps protect against risks such as SIM-swap attacks.

To set up an authenticator app:

• Go to Settings, open My Profile, then Security. In the two-factor authentication section, open the authenticator app setup.
• Scan the QR code with your authenticator app. If the code will not scan, type in the setup key instead.
• Enter the code your app shows to verify the connection.
• Store the backup codes somewhere safe.

HLB generates ten backup codes at a time, and each one works only once. If you lose access to your authenticator app, a backup code gets you back in. If your codes are lost, exposed or used up, you can generate a new set from the Security page in My Profile.

Each team member sets up their own authenticator app, because only the logged-in user can configure it for their own account. Ask staff not to share their backup codes with anyone.

When HLB asks for two-factor authentication at login, choose the authenticator app option and enter the current code before it expires. A verified authenticator app can also confirm your identity when you change your login email.