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What is two-step verification?

Agents: All 2SV troubleshooting is in Troubleshoot: Two-step verification

Two-step verification (2SV, also known as two-factor authentication) adds security by requiring an extra step when you sign in to your account or try to edit sensitive information like your password. We support these 2SV methods:

2SV method Security level When you log in...
SMS text message Good We'll text you a 6-digit code you must enter. You can't sign in if you don't receive the text.
Authenticator app, like Google Authenticator or Authy, on your phone or other device Better You must enter the code that the app shows you. You can't sign in if you don't have access to the app.
Hardware security key, such as a Yubikey or Google Titan Best You must insert the hardware key, otherwise you won't be able to sign in. Make sure you also add a different backup method so support can still verify your identity.

Set a backup 2SV method

To minimize hassle when something goes wrong (like losing your phone), set a backup 2SV method. When you enable 2SV, set the backup at the same time.

Note: For best results, set your backup on a different device. For example, if an authenticator app on your laptop is your main 2SV, set SMS on your mobile phone as the backup method.

More info


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