Two-Factor Authentication

Two-factor authentication (2FA) is a security feature that requires an extra code provided by your smartphone to log in.   CallTrackingMetrics supports three types of two-factor authentication: text messaging, email,  and OTP devices.

Enable two-factor authentication in a few easy clicks;

1. Open the Account Details tab and click on Profile.

2. Scroll down to the Multi-Factor Methods section. 
3. Click Choose which authentication method to use and click Add/Edit to enable that method.

Available Two-Factor Methods:

Note: Two-factor authentication for the mobile app requires a method other than email as well as having back-up codes generated. 

Text Messages

Pro: Easily keep track of login attempts for your user profile and view the two-factor code directly in the notification on your smartphone.
Con: Uses a text message each time, which may be limited on some cell phone plans.

Google Authenticator

Google Authenticator requires some additional setup before it can be used. First, you will need to download the Google Authenticator app for your smartphone, and you may also need to download a QR Code scanner.

iPhone, Android, Blackberry: https://support.google.com/accounts/answer/1066447?hl=en

Windows Phone: https://www.microsoft.com/en-US/store/apps/Authenticator/9WZDNCRFJ3RJ

Pro: Does not require a text message.
Con: Accessing the two-factor code can be slightly more involved.

Email

This can be turned on in Parent Settings by navigating to Settings > Parent Settings > Security and then toggling on Allow Email Multi-Factor.

Pro: Does not require a text message.

Requiring Two-Factor

All users in agency plans are required to have two-factor authentication turned on.

This can be set up by navigating to Settings > Parent Settings > Security. 

Resetting Users Two-Factor

Agency Administrators can reset users' Two-Factor Authentication methods if they can no longer access their preferred method.

1. Go to Settings > Manage Users.
2. Click Edit next to the user that needs to be reset.
3. Scroll to Multi-Factor Methods.
4. Click Add/Edit on the two-factor method being used. A green circle will indicate this.
5. You will be prompted to re-authenticate, as these are sensitive security areas.
6. Disable the two-factor method. Once this is done, the next time the user logs in, they can enable two-factor authentication again with the correct settings.

Backup Codes for Two-Factor

Set up backup codes to reset your two-factor authentication in case the device containing your two-factor method is unavailable. These codes should be saved and stored in a safe place.

Set Up Backup Codes

1. Go to Settings > Manage Users.
2. Click Edit next to the user that needs to be reset.
3. Scroll to Multi-Factor Methods.
4. Click Add/Edit beside the Backup Codes section.
5. You may be prompted to re-authenticate as these are sensitive security areas.
6. Click Generate Backup Codes.
7. Copy and save these codes in a safe place.

Agency Administrators can retrieve backup codes for users who lack access to them.

Retrieve a User's Code

1. Go to Settings > Manage Users
2. Click Edit next to the user that needs to be reset
3. Scroll to Multi-Factor Methods
4. Click Add/Edit beside the Backup Codes section
5. Click View Backup Codes

Learn more at our Two-Factor Authentication FAQ.