---
title: "Multi-Factor Authentication"
canonical: "https://help.callroute.com/space/CKB/721158177/Multi-Factor%20Authentication"
format: markdown
---
Rather than just requiring an email and password to authenticate with Callroute, MFA requires an additional layer of verification such as a one-time password, generated by a different device in your possession. This significantly [reduces the likelihood of a cyber attack](https://www.ncsc.gov.uk/guidance/multi-factor-authentication-online-services) in which a malicious user can take control of your account using stolen credentials, increasing confidence in the information security of your organisation.

We recommend [Microsoft Authenticator](https://www.microsoft.com/en-us/security/mobile-authenticator-app#primaryR3) for fast, easy and secure integration with our MFA solution.

## One-time passwords (OTP)

OTPs are 4-8 digit codes that you often receive via email, SMS or a mobile app. Callroute supports the app based authentication method, whereby OTPs are generated periodically and typically last for around 30 seconds before a new one is issued.

Callroute supports Authenticator apps such as Google or Microsoft Authenticator. When you login to Callroute with MFA enabled, you’ll be asked to enter the one-time password generated by your authenticator app.

###### Note: MFA apps use the host device (e.g. your smart phone) as a key, if you change devices then you’ll need to go through the process of resetting the MFA integration.


## How to enable MFA for your account

In the Callroute app, navigate to “My profile”, then click the “Security” tab.

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Click the arrow to begin setting up Multi-Factor Authentication.

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Using your mobile Authenticator app (such as Google or Microsoft Authenticator), scan the [QR code](https://www.kaspersky.co.uk/resource-center/definitions/what-is-a-qr-code-how-to-scan) to add Callroute as an account. If you’re having trouble scanning the QR code, you can manually enter the code displayed next to the QR code into the app.

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Verify the code that appears under “Callroute” in your authenticator app by entering it into field with labelled “Verification code” on Callroute, then click “Verify”.

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**Note: Make sure you save your recovery code somewhere safe and secure. **This enables you to login in the event that you don’t have access to the device in which your authenticator app is installed.

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You have successfully enabled MFA for your account.

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That’s it! Now, every time you log in to Callroute you’ll be asked to verify your identity with your registered device.

## How to use your recovery code

If you are unable to use your MFA registered device to generate a code, you can use your recovery code in order to re-gain access to your Callroute account:

On the Callroute app login page, enter your correct email address and password.

*Please note that you will still need to know your username and password; if you have *forgotten* those credentials you will need to follow the ‘forgot password’ flow first, before then using your recovery code to recover your account at the MFA stage.*

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On the Two Factor Authentication page, instead of entering a code from your registered device, copy and paste the entire recovery code into the `code` field.

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Upon successful recovery of your account, a brand new recovery code will be generated. **Your old recovery code is no longer valid – please ensure you download or copy the new one for use in any future recovery events.**

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## How to disable MFA for your account

*Note: we recommend that you leave MFA enabled, for the most secure experience*.

In the Callroute app, navigate to “My profile”, then click the “Security” tab.

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Click the blue switch to disable Multi-Factor Authentication configuration.

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Click ‘Disable’ to accept the risk of disabling MFA.

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MFA is now disabled.

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