Two-factor authentication is an extra layer of security for you and your employee's designed to ensure that you're the only person who can access your account, even if someone knows your password.

How do I enable two-factor authentication for my business?

Contact Tanda support via the chat buttle in the bottom right corner of your account or email support@tanda.co to enable this feature for your organisation.

Resolving setup errors

To resolve an error message on the initial setup such as "There were some problems verifying your code. Please try again", or "Invalid code":

  1. Log out of Tanda.

  2. Delete the Tanda account from your Authenticator app.

  3. Log back into Tanda.

  4. Set up TFA again.

To delete the Tanda account from Google Authenticator:

  • On iOS – tap the pencil in the top right of the screen, select the Tanda account, then tap Delete.

  • On Android – hold the Tanda account until the option to delete it appears.

Resolving login errors

2FA is time-based, so it’s important to enter the code promptly and ensure the time settings on your devices are synchronised.

Authenticating via an Authenticator app

Each code is only valid for 30 seconds, so make sure the code entered in Tanda is the same as the code showing in your app when you click Log in.

You might get an error message saying you entered an invalid code if:

  • You took longer than 30 seconds to enter the code

  • Your device’s time setting isn’t synchronised with the time setting on your computer

  • It may be because the time isn’t correctly synced on your Google Authenticator app.

To set the correct time:

  1. On your Android device, go to the main menu of the Google Authenticator app.

  2. Tap More (three dots) > Settings > Time correction for codes > Sync now.

On the next screen, the app confirms the time has been synced. You should be able to sign in. The sync will only affect the internal time of your Google Authenticator app, and will not change your device’s Date & Time settings.

Authenticating via Email

For authenticating with email, you might get an error message saying you entered an invalid code if:

  • You took longer than 3 minutes to enter the provided code

  • Your device’s time setting isn’t synchronised with the time setting on your computer

Each code is only valid for 3 minutes, so make sure the code entered in Tanda is the same as the code showing on the received email when you click Log in.

To retrieve a new code, either refresh the page and try again or select "Use an alternative authentication method" and choose email.

Remember me is not working

Remember me is linked to the specific computer and browser you’re using when you select it. It only works if you use the same computer and browser each time you log in and lasts for 30 days.

You’ll need to use an authentication code to log in if:

  • You’re using a different web browser or computer

  • You’ve cleared cookies from your browser, or cookies aren't enabled

  • You’ve turned on private browsing

  • You’re using a different internet connection

  • Another user has logged in on the same computer using the same browser

If you don't have a Smartphone

If you have attempted to enable Two-Factor Authentication and realised you cannot scan the QR code because you do not have a smartphone to download an authenticator app, don't stress!

You can alternatively install a web-based authenticator app such as Google Authenticator to your browser addons which can be used to then scan the QR. You can then view the code and provide this in Tanda.

What if I lose my device and my 2FA codes?

It's important that you don't delete the data in your 2FA application before disabling the security feature in Tanda. If you do find that you have lost your 2FA codes due to resetting or losing your device, simply select email as an alternative authentication method.

If you're locked out of Tanda

If you have tried both (Authenticator & Email) authentication methods and still cannot get into your account, don't worry, you can get your account back!

Contact Tanda support via the chat in the bottom corner of your account or email support@tanda.co.

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