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Two-factor authentication | Frequently Asked Questions

Last updated: November 23, 2021

Applies to:

All products and plans

Find answers to common questions about HubSpot's two-factor authentication (2FA) methods.

What happens if I lose my 2FA device?

If you lose your 2FA device, you will not be able to access your account. You can reset your two-factor authentication.

Do I need to reset 2FA if I get a new phone?

If you use Google Authenticator as your primary 2FA method, you can transfer your existing 2FA configuration to your new phone. Learn how to transfer your Google Authenticator configuration to a new Android or iOS phone

If your 2FA method is SMS and your new phone has the same phone number as your old phone, you won't need to make any updates. 

If you are using a new phone number, you can follow these steps to set up 2FA on your new phone number: 

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, click Security
  • In the Two-factor authentication section, click Remove SMS
  • In the dialog box, click Turn off
  • Set up 2FA for your new phone number

How do I access or refresh my 2FA backup codes? 

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, click Security
  • In the Two-factor authentication section, click View backup codes
  • In the dialog box, click Print or Download (PDF) to save a record of your backup codes.
  • To refresh the backup codes, click Generate new codes in the dialog box. Ten new backup codes will be created, and the previously generated backup codes will no longer allow anyone to log in to your account. 

2fa-backup-codes

How do I confirm that my team has set up 2FA?

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, click Users & Teams. If a user has two-factor authentication turned on for their account, a shield icon will display next to their email address in your users and teams.
    • If the icon is blue, the user has two-factor authentication turned on and has generated a set of backup codes.
    • If the icon is grey, the user has turned on two-factor authentication, but no backup codes have yet been generated.

2fa-setting

How do I require all users in my HubSpot account to use 2FA?

If you want to ensure all users log in to your HubSpot account using two-factor authentication, you must be a Super Admin or have permissions to edit account defaults. If you have those permissions, learn how to update your settings to require all team members in your HubSpot account to use two-factor authentication.

What countries are supported by 2FA?

Two-factor authentication using the Google Authenticator app is supported globally.

The countries that support SMS two-factor authentication are the same as the supported countries for calling. Any country-specific limitations still apply. For example, China is not supported by SMS 2FA.

Verification code error: This doesn't look right

If you see a This doesn't look right error after entering your verification code, it may be because of the time set on your device. To make sure that you have the correct time on your device or Google Authenticator app, follow the instructions below for Android or iOS.

Android

  • Open the Google Authenticator app.
  • In the top right, tap the menu button (three vertical dots).
  • Select Settings.
  • Select Time correction for codes.
  • Select Sync now.
  • On the next screen, a confirmation will appear when the time has been synced. You should now be able to use your verification codes.

iOS

  • Open the iPhone Settings app.
  • Select General.
  • Select Date & Time.
  • Tap to toggle the Set automatically switch on. If the switch is already toggled on, turn it off, then turn it on again. 
  • You should now be able to use your verification codes.

Can I turn on and require both 2FA and SSO at the same time?

Yes. Learn more about what happens when you turn on or require two-factor authentication and SSO at the same time.

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