Help on two-factor authentication

Two-factor authentication is an extra layer of security for Team Knowhow designed to ensure that you're the only person who can access your account, even if someone knows your password. This increases the security of your account and all your stored files.

If you set up two-factor authentication, you'll be asked to enter a special code to confirm your identity each time you try to access your account from a new browser or device.

Even if you use two-factor authentication, we always recommend using a strong, unique password and there are many 3rd party password manager applications which can help with this.

How it works

With two-factor authentication, you can only log in to your account if you have access to a device you trust, like your own smartphone. When you want to log in to Team Knowhow from a new device for the first time, you'll need to provide two pieces of information – your password and the six-digit authentication code that you can get from your authentication device.

An authentication code is different from a device passcode or PIN that you use to unlock your smartphone or tablet.

With two-factor authentication, you can log in to any device as long as you have your authentication device with you. After logging in, you will remain logged in unless you log out or need to change your password for security reasons.

Authenticator apps on your smartphone

To turn your smartphone or tablet into an authentication device, you will need to install an authenticator app from a third party. There are several to choose from for iOS and Android on the Apple Store or Play Store.

After installing an authenticator app, you can use it to scan a QR code in your web portal - this will add your Team Knowhow account to the app. Note that you can only have one authentication device active at a time.

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Setting up two-factor authentication for Team Knowhow

To turn on two-factor authentication, go to the Privacy and security settings page in your web portal and click the button Enable two-factor authentication. Note you will need to re-enter your password to proceed. Then follow the on-screen instructions, which are summarised below.

  1. Step 1. Install a third party authenticator app on your smartphone or tablet. There are several to choose from for iOS and Android on the Apple Store or Play Store. Common examples include Authy, Google Authenticator, Microsoft Authenticator and Lastpass Authenticator. However, any app that supports TOTP (Time-based One-time Password Algorithm) should work equally well.

    Some of these 3rd parties also have a desktop version of their authenticator app if you would rather not use a smartphone.

  2. Step 2. Scan the QR code shown in your Team Knowhow portal. All authenticator apps have an 'Add account' option, and for convenience this will open the device camera to allow you to scan the QR code in the portal.

    If for some reason the scan doesn’t work or you are using a desktop authenticator, you can choose to enter a text key into the app. After a successful scan or key entry, the app will display a verification code.

    This verification code is needed once only for setting up the authenticator app. It's not the same as the authentication codes needed to log in to your account.

  3. Step 3. Enter the verification code in your portal. The final step will be to type the verification code from your app into the text box and click the Enable two-factor authentication button.

    Your authentication device is all set up! The next time you log into Team Knowhow you'll need to use an authentication code to access your account.

    After two-factor authentication is enabled, you will be logged out of any Team Knowhow apps. This means that backups will stop working until you log back in on those apps using an authentication code - make sure you are running the latest versions of the apps.

    Before leaving the Privacy and security settings page, you should copy or print the 6 recovery codes that have been generated and store them in a safe place. These will help you get back into your account if you lose the trusted phone.

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Using two-factor authentication

Two-factor authentication will be used wherever you log in to your Team Knowhow account. This could be your web portal or when opening your Team Knowhow desktop and mobile apps.

Steps needed:
  1. Visit the appropriate login page.
  2. Enter your username and password as usual and select Login.
  3. The Authentication screen will show.
  4. Open the authenticator app on your authentication device.
  5. Select Team Knowhow from the list of accounts.
  6. A 6-digit authentication code will be displayed (sometimes called a token).

    The code will change every 30 seconds. If it expires before you have a chance to enter it, just try the next one.

  7. Enter the code into the box on the Authentication screen and click Verify.
  8. You will be logged into your account.

    If you are using one of our Team Knowhow apps with two-factor authentication enabled, you typically won’t have to log in again when you close the app. So you won’t need to re-enter a code in most cases, unless you have specifically logged out previously. However, if you have set our desktop app to always request a password, an authentication code will always be needed on starting the app.

    We need to be able to remember your browser information so we can recognize it the next time you visit. Some browser features block this. If you've turned on private browsing or set up your browser to clear your history every time it closes, you might have to enter a code every time you log in.

Replace a device

When you get a new mobile device you'll have to remove the old device and add the new device by completing the following procedure:

  1. Make sure your new device has an authenticator app installed.
  2. Sign in to your web portal.
  3. From the account menu in the top right of your web portal, click Privacy and security.
  4. Click the button Disable two-factor authentication. Note you will need to re-enter your password to proceed.
  5. When two-factor authentication is disabled, start the process of adding the new device by clicking the button Enable two-factor authentication and proceed in exactly the same way as when you initially set up two-factor authentication.

After two-factor authentication is disabled, you will be logged out of any Team Knowhow apps. This means that backups will stop working until you log back in on those apps.

Using a recovery code for two-factor authentication

When enabling two-factor authentication, you'll receive six recovery codes. Each 8-digit code can be used once to access your Team Knowhow account in case of emergency, e.g. if you lose your phone or it’s reset to factory defaults.

To find your recovery codes:

  1. Sign in to your web portal.
  2. From the account menu in the top right of your web portal, click Privacy and security.
  3. Your recovery codes will be listed on this page.
  4. You can copy or print them using the buttons provided. It is recommended to store them in a safe place. If you choose to copy the codes, please store them somewhere outside of your Team Knowhow account.
  5. If the number of unused codes is running low, you can generate new codes using the button provided. Generating new codes will invalidate any previous codes.

To use a recovery code:

  1. Go to the login page of your web portal.
  2. Enter your username and password and click Login.
  3. On the Authentication code screen, click Log in with a recovery code.
  4. Enter one of your unused recovery codes.
  5. Click Verify.
  6. If necessary, you can then follow the instructions to disable two-factor authentication or replace a device.

You can only use a recovery code once. If you use your last code, you can generate more from the Privacy and security settings page in your web portal.

We also recommend changing your password if you've lost your phone.

Remember to store your recovery codes somewhere outside of your Team Knowhow account.

Disabling two-factor authentication

To disable two-factor authentication:

  1. Sign in to your web portal.
  2. From the account menu in the top right of your web portal, click Privacy and security.
  3. Click the button Disable two-factor authentication. Note you will need to re-enter your password to proceed.

You've disabled two-factor authentication. You can enable two-factor authentication again at any time.

After two-factor authentication is disabled, you will be logged out of any Team Knowhow apps. This means that backups will stop working until you log back in on those apps.

Troubleshooting two-factor authentication

  • Some authentication apps display the authentication code in two segments like this: 111 000. However, you should enter your code as a single string: 111000.
  • Check that you are looking at both the correct authentication app and the correct account and code. Many apps let you house several accounts and codes in the same app and display them in the same area.
  • Check that the authentication device with the installed authenticator app is set to the correct time. If not, change the clock and then try to access your account again.
  • Try using a recovery code to log in. If that still doesn't work, contact support.
  • Make sure you are using the latest version of our desktop or mobile apps. Two-factor authentication is only supported on versions of the desktop software from 4.16 onwards and on mobile apps released after May 2020.
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Frequently asked questions

Need help? You might find the answer to your question below.

What if I forget my password?

You can reset your password from the login page of the web portal. Just click the Forgotten password? link and follow the instructions. Note that resetting your password will log you out of all devices if two-factor authentication is on. You will still need to enter an authentication code to log in.

What if I can't access a trusted device or didn't receive an authentication code?

If you're signing in and don’t have an authentication device handy that can display authentication codes, you can use a recovery code instead.

If I can't sign in, how do I regain access to my account?

If you can’t sign in, access an authentication device, reset your password or receive authentication codes, you can contact support to request that two-factor authentication be temporarily disabled on your account. This will require you to provide specific account information to verify your identity. After you have regained access to your account we recommend that you turn two-factor authentication back on as soon as possible to help keep your account secure.

Can I turn off two-factor authentication after I’ve turned it on?

Yes, this can be done from the Privacy and security settings page in your web portal. See disable two-factor authentication for more details.

Will I be locked out of my account if I fail to log in using two-factor authentication?

Yes, as with all login methods, if you make 10 consecutive unsuccessful login attempts, you will be locked out of your account for 15 minutes. After that time, please try resetting your password or using a recovery code to log in. If you still have problems, please contact support.

Why can’t I log in from my desktop or mobile app?

Make sure you are using the latest version of our desktop or mobile apps. Two-factor authentication is only supported on versions of the desktop software from 4.16 onwards and on mobile apps released after May 2020. You can find the latest versions of our desktop and mobile apps on our downloads page.

What are the system requirements for two-factor authentication?

Because you need to be running the latest Team Knowhow software, the minimum desktop operating system requirements are Windows 7 and OS X 10.11. For mobile apps, the minimum versions are iOS 12 and Android 7.

Can I use FTP to access my account with two-factor authentication?

No, if you enable two-factor authentication, access to your account using FTP, SFTP or WebDAV will be disabled.

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