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Two-factor sign-in with Google Authenticator (2FA)

This is possible. Two-factor authentication (2FA) adds an additional security step to the sign-in process. In addition to entering your password, you will also need a one-time code generated on your phone, which helps keep your account more secure.

1) How does two-factor authentication work?

• When signing in, you first enter your email address and password.

• After that, the system requests a 6-digit verification code generated by the Google Authenticator app.

• The code changes automatically at short intervals and can only be used once.

2) Prerequisites for setup

• You will need a smartphone with the Google Authenticator app installed.

• To complete the setup, you must be able to sign in to the customer portal using your existing access.

• It is recommended that you store the displayed backup (recovery) codes in a secure location during setup.

3) Enabling two-factor authentication in the client portal

1. Sign in to the customer portal in the usual way (by entering your email address and password).

2. After signing in, open the drop-down menu in the top-right corner next to your name, then locate the Security Settings menu item.

3. Select the Enable option for two-factor authentication. The system will display a QR code and/or a secret key.

4. Open the Google Authenticator app on your phone, add a new account (for example, using the Scan a QR code function), and scan the QR code shown on the screen.

5. Enter the 6-digit code displayed in the app into the two-factor code field on the portal, then confirm the setup.

6. After enabling 2FA, the system typically also displays backup (recovery) codes. Please save these in a secure place.

4) Signing in with a two-factor code

1. Open the customer portal sign-in page and enter your email address and password.

2. After successful password verification, the system will request the two-factor code. Open the Google Authenticator app and locate the entry associated with SystemLock.

3. Enter the 6-digit code displayed on the portal, then continue signing in. If a “trust device” option is available, it can be used on your own device to simplify future sign-ins.

5) Backup codes, device replacement, and access recovery

• Backup (recovery) codes: you can use these codes if you temporarily cannot access the Authenticator app. The codes are typically single-use.

• Before replacing your phone: it is recommended to transfer your Authenticator configuration to the new device in advance, or temporarily disable 2FA and then re-enable it on the new phone.

• If you do not have access to your phone or the backup codes: in this case, please contact Customer Support to restore access.

6) Troubleshooting (quick tips)

• “Invalid code” / the system does not accept the code: please check that date and time are set to automatic on your phone (if the time is out of sync, the codes may not match). Wait for the next code, then try again.

• The QR code cannot be scanned: increase screen brightness, zoom in on the QR code, or—if available—choose manual entry of the key in the Authenticator app.

• You cannot sign in because you do not have a code: use a backup (recovery) code if available; otherwise, please contact Customer Support.