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Home / Getting Started, Lite, Essentials, Team & Corporate Accounts / What to do
when you receive a one-time verification code


WHAT TO DO WHEN YOU RECEIVE A ONE-TIME VERIFICATION CODE



As part of our commitment to data security, your account is equipped with a
one-time verification passcode process that gets triggered anytime you log in to
your account from a new device or IP address. We have put this security measure
in place to protect your account, so all account users must be aware of this, as
you will need to have access to the email account tied to the account login in
order to complete the verification.

Please ensure that the email address connected to your account is up to date, so
you can receive the verification emails.

As of May 17, 2023, one-time verification has been automatically enabled. This
new security process will be triggered only when you log in to your account from
an unrecognized device or address. When triggered, simply follow the prompts.
Additionally, we recommend enabling two-factor authentication (2FA) to further
increase the security of your account.


WHEN YOU LOG IN TO YOUR ACCOUNT FROM A NEW DEVICE

Anytime you log in to your account from a new device, we will ask you to confirm
your identity by retrieving a one-time verification code from your inbox.

When this happens, follow these instructions:

 1. Go to the inbox for the email associated with your account.
 2. Locate and open the email that we have sent with the verification code. This
    email is automatically sent to the email address associated with your
    account. If you cannot find the email, check your spam folder or try
    searching for “New Device Login”.
 3. Copy the verification code from the email.
 4. Go back to your account and paste the verification code into the login
    screen.

This code confirms that you’re a verified user of your account.


WHEN YOU RECEIVE AN UNPROMPTED VERIFICATION EMAIL

If you were not trying to log in, but you received the email with a verification
code, then your username and password credentials may have been compromised. If
this is the case, we recommend you secure your account and reset your password.

Verification works because it expects that your email is secure; only you have
access to your email.

 1. Click This was not me from the email that we sent you.
 2. Select Reset my password and follow the prompts.
 3. As an additional level of security, we suggest enabling two-factor
    authentication. You can learn more about how to enable 2FA here.

As a security measure, all devices logged in to your account will be
automatically logged out and you will be required to reset your password.


PROTECT YOUR ACCOUNT WITH 2FA FOR ENHANCED SECURITY

Two-factor authentication (2FA) adds another layer of protection that can help
secure your account against password theft. It’s one of the most effective ways
to increase the security of your account and in the coming months, we’ll be
making 2FA a mandatory sign-in requirement for all accounts. Protect your
account now and get started with 2FA today.


FREQUENTLY ASKED QUESTIONS


WHAT IS ONE-TIME VERIFICATION?

One-time verification is an additional, automated check that we perform to
ensure that your account is securely under your control. Our system recognizes
your normal login activity. When you log in from a device or location that our
system doesn’t recognize, we send a verification message containing a unique and
time-sensitive code to the email address connected to your account.


WHY DO I NEED TO ENTER A CODE TO LOG IN TO MY ACCOUNT?

To keep your account secure, as of May 17, 2023, each time you log in to your
account from an unknown device, we will ask you to verify that it is you by
retrieving a one-time passcode from your inbox.


HOW DOES THIS KEEP MY ACCOUNT MORE SECURE?

A one-time verification code reduces the risk of bad actors accessing your
account by:

 * Detecting unusual login activity. We identify when an account login occurs
   from an unrecognized device or address, which may indicate unusual or
   suspicious activity.
 * Sending a unique one-time verification passcode to a verified email address
   that you control, based on the very low probability that a bad actor has both
   your login AND control of your email.


WHAT IF I DID NOT RECEIVE THE EMAIL?

Try resending the code. Otherwise, we recommend you check your spam folder.


I DO NOT HAVE ACCESS TO THE EMAIL INBOX AS I AM SHARING MY COLLEAGUE’S DETAILS.
HOW CAN I LOG IN?

To protect your account security, each user should have their own, unique
username and password. If you’re currently using shared credentials, we
recommend immediately adding each authorized person as a user and then changing
your password. Or if you don’t have those permissions, it’s best to contact the
account Parent or Administrator and request to be set up as a user with your own
email address.

In addition to being an important security measure, individual credentials are
required as part of our Services Agreement, which states that user login
credentials cannot be shared.


HOW LONG DO I HAVE TO ENTER THE CODE?

We will expire the code after 10 minutes. You can resend the email if you need
to generate a new code.


THIS IS NOT A NEW DEVICE, WHY DO I HAVE TO DO THIS?

When we detect a new device AND a new IP address trying to log in to your
account, we will ask you to verify that it is you. Additionally, if your browser
updates, or if your IP address frequently changes, you may be asked to verify
the device again. Credentials will be stored for 30 days.

Getting StartedLite, Essentials, Team & Corporate Accounts


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