FAQs & Troubleshooting: Two-factor Authentication

Q. What is Two-factor authentication(2FA), and why do I need it?

A. 2FA is an additional security layer for your account that requires two verification forms to log in. It combines your password with a secondary factor, like a code from an authenticator app or an OTP sent to your email, to protect your account from unauthorized access.

Q. How do I know when only two backup codes remain?

A. When you are left with only two backup codes, you’ll receive an email notifying you to generate a new set. The email will guide you through regenerating them to ensure uninterrupted access.

Q. Can I switch between 2FA methods (app-based and email OTP)?**

Yes, your panel admin can switch to the 2FA method. You’ll receive an email notification if the method is changed:

• If the method is switched from app-based to email OTP, the email will inform you about the transition and explain that OTPs will now be sent to your registered email address.
• If the method is switched from email OTP to app-based authentication, the email will provide instructions for setting up app-based authentication using an authenticator app.

Q. What happens if I lose my authenticator app?

A. Use one of your backup codes to log in and set up 2FA with a new authenticator app.

Q. Can I disable 2FA?

A. Only panel super admins or Netcore Helpdesk admins can disable 2FA via account configuration settings.

To generate new backup codes:

1. Log in to your account.
2. Go to Profile > Two-Factor Authentication > View Backup Codes.
3. Click Generate New Backup Codes and save them securely.

Q. What if my backup codes run out?

A. When you have two backup codes, visit your profile to generate a new set.

Q. What happens when the panel admin switches the 2FA method from app-based to email OTP?

A. If the 2FA method is switched from app-based authentication to email OTP by the panel admin, you’ll receive an email informing you about the change. Moving forward:

• When you log in, you’ll receive an OTP at your registered email address.
• You won’t need the authenticator app anymore. Ensure your registered email is secure and accessible.

Q. What happens when the panel admin switches the 2FA method from email OTP to app-based?

A. If the 2FA method is switched to app-based authentication, you’ll receive an email with instructions on how to set up app-based authentication using an authenticator app. Moving forward:

• Setting up the authenticator app by scanning a QR code or entering a security key.
• Saving backup codes generated during the setup for emergencies.

Q. How will I receive my OTP for email OTP-based 2FA?

A. If your panel is using email OTP-based authentication, you’ll receive an email containing a one-time password (OTP) when you attempt to log in. The email will include:

• The OTP is required to complete your login.
• The validity period for the OTP. If you did not request the OTP, contact the Netcore support team immediately.

Q. What should I do if my 2FA setup is incomplete or fails?

A. You won't receive a confirmation email if your 2FA setup fails or is incomplete. You’ll need to restart the setup process using the instructions provided on the login page. Contact the Netcore support team if the issue persists.

Q. Can I switch from one authentication app to another?

A. Yes, you can switch from your current authenticator app to a different one. After switching, you will receive an email confirming the change. This email will provide instructions for:

• Setting up the new authentication app.
• Saving a new set of backup codes, as the old backup codes will be invalidated.

Q. What happens if the panel admin user disables 2FA for a panel?

A. If 2FA is disabled for your panel, you’ll receive an email informing you of the change. The email will also notify you that all previously issued backup codes are invalidated, as 2FA will no longer be required for login.