Two Factor Authentication Set Up

Two-factor authentication makes it difficult for somebody else to sign in as you. After you enter your password as usual, you'll be asked to enter a passcode. You can get the passcode from your email or a two-factor authentication app installed on your mobile device.

If you already have an Atamis Support Portal (Zendesk) account, you will only be required to set up an authentication method.

If you do not have an Atamis Support Portal account, you will be required to set up an account and set up authentication.

The following authentication apps are acceptable

• Salesforce
• Google
• Microsoft

To set up your support portal account go to the Atamis Support Portal

• In the top right corner select Sign In on the next page select Sign Up.
• Add your name and email address. You will be sent an email with a link to set up your password (as shown below).

• Once you have created your password you will be taken back to the login screen where you will be required to login and then requested set up your two-factor authentication.

Setting Up Authentication

• Once you log into the Support Portal you will have an option to set up an Authenticator App or receive an email with an authorisation code.

• If you choose an email authentication you will be required to input your email address and click Send passcode. You will receive an email with a passcode to input into your portal login page (as shown below).

• If you choose an authentication app you be shown a QR code to scan with your authentication app.
• The first time you set up your two-factor authentication you will be asked to copy a set of recovery codes. Copy the recovery codes and save them somewhere safe. If you lose your phone or cannot get a passcode, you can use a recovery code to sign in. Once you have done this you will be taken back to the login page and be required to login again.

Lost access to your email or authentication app

What to do if you lose access to your phone (authorisation app) or email account and inadvertently lock yourself out of your Atamis Support Portal account because you can’t retrieve your passcode.

If you can't access your device or email account, you can use one of your recovery codes to access your account. Recovery codes are displayed once upon initial setup of your two-factor authentication where you were able to copy and paste so you can keep them safe. When prompted for a passcode at sign-in, enter one of your recovery codes (The codes are a single use only).

If you do not have a recovery code you can contact the Atamis Support Team who will be able to assist you gaining access to your account. You may be required to conduct a call so you are able to screenshare with the support team to resolve your issue.

Changing your authentication method

If you wish to change the authentication method you use to log into the support system.

• Open the dropdown next to your name
• Select Profile
• On your profile page click Edit Profile.
• In the edit profile mode select Manage 2FA
• You can then change your preferred method for authentication

Changing your mobile device

If you are changing your mobile device you will need to login to the system with your original authentication app to set up your new authentication app

• Open the dropdown next to your name
• Select Profile
• On your profile page click Edit Profile.
• In the edit profile mode select Manage 2FA
• Select authentication app where you will be presented with a QR code to scan with your new app.

If it is not possible to complete the above it is recommended you change to email notification between losing access to your old app and receiving your new app. This way you can login using email verification and then change to set up a new app once your new mobile device arrives.

If you have any issues with setting up your new mobile device, contact the support team. You may be required to conduct a call so you are able to screenshare with the support team to resolve your issue.