When you sign in, we’ll ask you to enter your email and password, then you’ll be prompted with one of the 2FA methods below and enter a code into Subsplash to complete the sign-in process. 2FA is for Subsplash dashboard users and does not apply to end users.

To enable one of the following methods of 2FA, you will be prompted to do so when logging in. If you are able to login without enabling 2FA, you will need to navigate to your User settings.

Here you will see Enable 2FA:

This will prompt you to log out and begin the setup process for 2FA.

At this point, you will select what method you would like to enroll in, either TOTP or SMS.

Receive verification codes by text message (SMS) to your phone number.

Start by entering your phone number.

Then enter the 6-digit code that was sent to it.

Time-based one-time password (TOTP) is a security method that allows a third-party app or password manager to generate a security code for the platform you are logging into.

You’ll be prompted to download an authenticator app. You can use any authenticator app you prefer, or you can download one of our recommendations. We recommend:

If you prefer not to use your mobile phone to authenticate, you can use a browser-based authenticator. We recommend:

If you are using an authenticator app on your mobile phone, make sure you have your preferred authenticator app downloaded and scan the QR code with your phone’s camera. If you cannot scan the QR code, click Enter verification code and go to the next step.

If you are using a browser-based authenticator, log in to your preferred authenticator, then click Enter verification code and type in the code provided by your authenticator.

Once your code has been generated, copy and paste it into the following screen to continue.

After setting up TOTP or SMS, you will confirm your First and Last name which will be used to verify your identity should you have trouble accessing your account.

After confirming your name, you will be presented your recovery code. This code will allow you to sign into Subsplash if you lose access to your authenticator app or SMS number, or if you are having trouble getting the authentication code to work.

If you have entered the code from your Authenticator app or SMS multiple times without success, click the link that says Use backup recovery code below. You must do this before attempting authentication 5 times and getting your account locked.

We understand that things happen, new computers, lost access to emails, etc. If you need help getting back into your account follow the steps below.

If you are having trouble, but haven't had your account locked yet, start by clicking Use backup recovery code which will allow you to input your recovery code.

If you did not save your recovery code you can then choose I don’t have my backup recovery code and that will lock your account, requiring an admin to unlock it.

If you get your account locked, either by entering the authenticator code incorrectly 5 times or selecting I don't have my backup recovery code, you will be presented with the screen below and receive an email that your Admins have been notified.

Steps from this point will depend on whether you have Admin permissions in your Dashboard.

An Admin user from your Dashboard will need to unlock your account. From the steps above they have been notified that you need help and can log in to the Dashboard to reset your 2FA.

If you are an admin user, be on the lookout for Dashboard users who are requesting help getting logged in and resetting their Two-factor authentication.

If you, as an admin, lost access to your Two-factor authentication, just go through the steps above and another Admin can reset it for you once they log in. Even as an admin, you cannot unlock your own account. Another admin on your account must do it for you.

If there are no other admin users on your Dashboard, unlocking the account takes a few extra steps. Follow the same instructions as above. When you receive the email, click Contact Support.

This link will take you to our meeting scheduling option, where you will select a time to meet with a Support agent. We will get on a live video meeting and request to see a photo ID with the same First and Last name that we have captured when setting up 2FA. As long as everything matches, we will unlock your user.

One method is required for all Dashboard users due to the sensitivity of information available to admins. OTP can be disabled by opting into one of the additional 2FA methods like SMS or TOTP. If you are using an opt-in method you can choose to disable it at any point and return to OTP.

An email will either deliver or bounce, most often it delivers but may be flagged by your inbox as spam/junk.

If it bounces that means your email provider or inbox could not receive the email, this could be due to technical issues on their end, or the email/sender was blocked for various reasons. To resolve this you will need to whitelist the @subsplash.com domain or work with your email provider to unblock us.

Some email providers do not update (fetch) automatically or will delay the delivery of mail under certain circumstances. OTPs will last for 1 hour so before you request another code make sure to manually refresh your inbox or adjust your settings if possible.