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.

If logging into Subsplash from a new or unrecognized device, a confirmation code will be emailed to you to confirm who the user is.

If it's a recognized device you can log in with just your email and password.

Be sure to check spam/junk if you do not see the email in your inbox. Codes expire after 1 hour and requesting a new code will make the previous code invalid.

If you do not have access to this email inbox then you will not be able to confirm the new device. Shared user accounts are against the Subsplash Terms of Service and a different Dashboard admin will need to log in to invite a new user with an email that can be accessed.

This method of 2FA will be disabled if you opt-in to an additional 2FA method below.

If you would like additional security when logging into Subsplash, you can add an opt-in method of your choice.

To enable one of the following methods of 2FA you will need to log in to your Dashboard and 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:

When you have your preferred authentication app downloaded, grab your phone and scan the QR code with your phone’s camera. Or you can type in the code in your app by clicking Enter verification code.

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 if you enter the code incorrectly 5 times in a row.

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.

Start by clicking Try another method 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.

You will 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.

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.