Enable two-factor authentication to ensure the security and protection of your account in Zenvia Customer Cloud.

In this article, you will learn:

• What is two-factor authentication and why is it used?
• How to configure two-factor authentication (via authenticator app, SMS, or email)
• How to reset or change the two-factor authentication method

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What is two-factor authentication and why is it used?

Two-factor authentication is a security method that verifies identity before allowing users access to an account.

The verification happens in two stages: first, you enter your access password; then, you use a second security factor. In Zenvia Customer Cloud, this can be done through an authenticator app or via SMS. Both options generate a unique code that you must enter at the time of login.

Therefore, adding an extra layer of security:

• Significantly reduces the risk of account breaches or phishing, as it makes unauthorized access more difficult for intruders;

• Protects against unauthorized access, as even if your password is compromised, the intruder will need the second factor to access your account.

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How to configure two-factor authentication

To activate two-factor authentication:

1. Access app.zenvia.com using your Zenvia Customer Cloud account credentials;
2. On the home page, click on your profile picture in the upper-right corner of the screen, then select the Account Preferences option;
3. Go to the Security tab:
   1. To activate two-factor authentication, click on the Two-Factor Authentication button, read the on-screen instructions, and click Activate.
   2. If you already have an authentication method, the Two-Factor Authentication button will appear disabled.
4. You will be redirected to the login screen and will need to log in to your account again;
5. Select the authentication method: Google Authenticator or similar, or SMS.

Activate via an Authenticator App

For additional security, you can use an authenticator app to generate verification codes. Below is how to authenticate using Google Authenticator as an example.

1. On your mobile phone, download and install Google Authenticator (available for Android and iOS);
2. In the app, add a new account by tapping the + icon and selecting Scan a barcode;
3. In Zenvia Customer Cloud, scan the QR code that appears on screen using your phone's camera;
4. Enter the verification code generated by Google Authenticator in the designated field in Zenvia Customer Cloud;
5. Click Continue to complete the activation process.

Check the available authenticator apps:

• Authy (Android/iOS).
• Auth0 Guardian (Android/iOS).
• Microsoft Authenticator (Android/iOS).

Activate via SMS

To activate via SMS:

1. Select the SMS option;
2. Choose the prefix code for your country of origin, add your phone number, including the area code, and click Continue;
3. You will receive a six-digit code via text message (SMS) on the provided phone;
4. Enter the received code in the indicated field and click Continue.

Alternative Authentication via Email

If you're having difficulty authenticating your account via an authenticator app or SMS, you can use email to authenticate your future logins. This provides flexibility while maintaining the security of your access.

For the first access to the software, it's necessary to activate one of the authentication methods (authenticator app or SMS). After this, for future logins, you can use the registered email as the authentication method.

To use email as an authentication method:

1. Log in using your email and password;
2. On the identity verification screen, select Try another method;
3. Choose the Email option. You will receive an email with a 6-digit code;
4. Enter the code received in the "Enter code" field to complete the process.

How to Reset or Change the Two-Factor Authentication Method

Resetting or changing the two-factor authentication method must be requested directly via chat with Zoe, Zenvia's virtual assistant. You can request a reset in cases such as losing the authenticator device or changing your phone number.

For the request to be accepted:

1. Send the request using the registered email for the account;
2. Ensure the request is made by the account owner.

🔒 For security reasons, it is not allowed to keep an account without two-factor authentication enabled. After the removal of the current method, setting up a new method will be required during the next login.

Done! Now you know how to keep your account secure and protected.