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Krunchbox two-factor authentication (2FA)

krunchbox has turned on two-factor authentication (2FA), meaning that logging in requires a combination of your username/email, your password, and an authentication code. This has been turned on because it's more secure than just your password. 2FA is common practice now for securing content and you may already be familiar with how it works. If not, this guide will help answer some of the questions that may come up. This page provides some information on 2FA as well as a list of common questions, problems you might experience and what you can do to solve them.

What is 2FA?

Two-factor Authentication (2FA) is a security process that requires you to provide more than one form of information when verifying your identity. This makes it much more difficult for someone else to gain access to your data.

Do I have to set up 2FA?

Yes. This added level of security makes it difficult for unwanted access to your krunchbox.

Do I need to set it up straight away?

You will have 30 days to set up your 2FA. Before the 30-day deadline, you can skip the process using the on-screen skip option. After the 30-day limit, this skip option will no longer be visible.

Do I have to do 2FA every time I log in?

The first time you log in after you have setup 2FA, you can tick the box to ‘trust this device for 30 days’.
Your device will be remembered for 30 days so you will only have to put a new 2FA code in once every 30 days.
This is designed to provide extra security to your krunchbox account, making it harder to compromise.

If I reset my password, do I have to set up 2FA again?

No

I’m new to krunchbox? When do I set up 2FA?

  1. receive log in email
  2. use link to access and setup password
  3. accept terms
  4. then start 2FA setup requirements

Do I need to set up two-factor authentication for krunchbox Go?

Yes.

You will also need to update your krunchbox Go app to the latest version 7.0 via your app store.

 

How do I set up 2FA?

When you log into krunchbox, you will be prompted to set up your 2FA using SMS via your mobile number or using an authenticator app.

SMS is the easiest and most convenient process.

However, you can use an authenticator app if you prefer.

The most common authenticator apps are used on mobile phones, but there are authenticator apps that also work on your laptop.
Google authenticator is an easy tool to use but you can use an authenticator app of your choosing.

I use krunchbox on my laptop, on my tablet and krunchbox Go. Do I need to set up 2FA on all of them?

No. Once you have set up the 2FA process, the code generator will work for all your devices.

How to setup 2FA on krunchbox

Watch this video for the setup process of 2FA on krunchbox Go
https://vimeo.com/747095011/c16392a95e

Watch this video for the setup process of 2FA on your laptop

https://vimeo.com/747604630/fd61af5105

Trouble shooting

You are entering the 2FA code and it isn’t working

If they get an error after entering the 2FA code, your code may have timed out or you may have typed the wrong number, or if you pasted it in then maybe you pasted a space at the start or end of the code. Generate a new code and try again.

I’ve changed phone numbers and I haven’t received my SMS code

If you have changed your number, you will need to reset your 2FA setup and set up 2FA SMS again using your new phone number. This can be done via the My Settings in your menu.

I forgot my mobile device at home or do not have it with me

If you don’t have a mobile device with you to get the SMS or access your mobile Authenticator App, you will need to have access to an alternate mobile device or a computer authenticator app before continuing.

Then ask your company krunchbox admin to reset your account security. If your company admin is unavailable to reset you, or you don’t know who that is, you can contact krunchbox support to assist.
Once your 2FA is reset, you'll be prompted to register for two-factor authentication the next time you sign in.

If you need to change your access back to your original mobile device, follow these steps again.

I’ve lost my mobile device, or it was stolen

You will need to ask your company krunchbox admin to reset your account security. If your company admin is unavailable to reset you, or you don’t know who that is, you can contact krunchbox support to assist.

After your 2FA is reset, you'll be prompted to register for two-factor authentication the next time you sign in.

I have multiple krunchbox accounts with different username/passwords.

You will need to setup the 2FA process, so you have a sperate code generator for each account.

If you are still having trouble logging in to your account, contact your krunchbox client admin to reset your 2FA or contact us at support@krunchbox.com.

 

Issues setting up or using the SMS to mobile 2FA

I didn't receive a verification code via text message

If you did not receive codes by text message to verify your mobile device after entering your phone number, make sure to check that the country code and phone number you entered were correct and that your phone is in service and can receive text messages. Text message delivery speeds and availability can vary depending on location and service provider.

Mobile device doesn't receive approval request

  • Confirm your computer and your 2FA device have an internet connection. If unable to connect to the internet, use the Enter a code option when signing in and enter the 2FA code generated by your device.
  • Confirm the Authenticator app has permissions to use push notifications on the device.
  • Seek help from the manufacturer or operating system support or try to sign-in with a code.

 

Issues setting up or using an authenticator app

I don’t know what an authenticator app is

An authenticator app is an app you can download on your mobile device that will give you a six-digit code that you will need to use to log in with two-factor authentication. There are many authenticator apps including Authy, Google Authenticator, Microsoft Authenticator or Duo Security that you can use. The extra step of providing a code from an authentication app keeps your account more secure.

If you use two-factor authentication to log in to other sites, you may already have an app on your device that you can use. If you do not have an authenticator app you can download one from your app store.

I don’t know how to add a site to my existing authenticator app

If you have an authenticator app on your mobile device already, such as Authy, Google Authenticator, Microsoft Authenticator or Duo Security, you can add krunchbox to your existing app.

From the app home screen or in the app menu, look for a plus (+) symbol or ‘Add account’ button. You will then be prompted to scan the QR code, or barcode, shown on the ‘Set up two-factor authentication’ screen.

Note: Some apps may require you to select the type of account you want to add before prompting you to scan the barcode. If you are still having trouble, try checking the help site for the app you have for more info.

My six-digit authentication code from the authenticator app is not working

The authentication code from the app should be six-digits in length and expires after a certain amount of time. Check to make sure that the code looks correct and is the most recent one shown in your authenticator app.

Authenticator apps rely on the time set on your device to create the authentication code. If the time on your mobile device does not match the time on your computer, then the code will not work. Check the time and date on your phone and make sure they match the computer or device you are logging in from.

If they do not match you will need to sync up the time for the code to work. Some authenticator apps allow you to try and sync the time within the app. Look for this option within the app settings. If the option to sync is unavailable in your app you might try using another app like Authy, Google Authenticator, Microsoft Authenticator or Duo Security. You might also need to check that the date and time in your device's settings are set to sync automatically with the internet network you are on.

If your code is still not working, you will need to ask your krunchbox admin team member or krunchbox support to reset your account security and then you will need to set up your two-factor authentication again. If your krunchbox admin team member isn’t available, or you do not know who that is, you can request a reset via support@krunchbox.com