Log in with two-factor authentication (2FA)

Two-factor authentication (2FA) provides an extra layer of security by requiring you to provide two forms of identification—your password and a verification code from a text or email message—in order to access your company’s Attentive account. This significantly reduces the risk of unauthorized access, data breaches, and identity theft.

Notes:

  • Attentive requires your company to use two-factor authentication (2FA) or another layer of protection to safeguard your account.
  • We also support single-sign on (SSO) and encourage your company to activate it if supported by your organization. For more information, please see Attentive SSO Login: SAML Setup Instructions.
  • If 2FA isn’t currently enabled for your company, reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com) to get started.

Set up 2FA for your account

To enable 2FA for your company’s Attentive account, reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com). After 2FA is enabled, follow these steps to verify your identity on your first login using your mobile device:

  1. Log in to your Attentive account. A screen introducing 2FA appears.
  2. Enter your mobile phone number; then click Send verification code.
    Entering a mobile phone number to use for two-factor authentication (2FA) with Attentive.
    A verification code is sent to your phone and you’ll see a screen where you can enter your verification code. Be sure this is a phone number where you’ll be able to receive verification codes in the future. This step is how we verify your identity and register your device. Once you’ve verified your identity via text message, you have the option to use email instead on future logins. For more information, see Verify your identity with email (optional).
  3. Enter the 6-digit verification code sent to your mobile device, then click Submit.
    “Entering a verification code you received on your mobile phone in order to log in to Attentive with 2FA.
    Notes:
    • Verification codes are valid for 10 minutes. Click Resend code to get another verification code. Click Go back if you want to enter a different mobile phone number.
    • You can also check Trust this device for 10 days if you want to bypass 2FA when logging in from the same device for the next 10 days. For security reasons, we only recommend this option for personal devices used exclusively by you. You shouldn’t enable it when using public or shared devices.

Unless you’ve checked Trust this device for 10 days, you’ll be required to enter a new verification code every time you log in to Attentive. If you attempt to log in more than seven times with the wrong verification code, you’ll be temporarily locked out of your account.

Verify your identity with email (optional)

After your initial login where you verify your identity with your mobile device, you can choose to use your email address instead on future logins.

To use email verification:

  1. On the login page, click Send an email instead. An email with a verification code is sent to your email address on record (i.e., the one you use to log in to Attentive).
    Alt text: Option to receive an email with a verification code on the login page.
  2. Enter the 6-digit verification code sent to your email, then click Submit.

You’ll continue to receive email verification codes each time you log in unless you switch back to text message verification. To switch back to text message verification, click Send a text message instead on the login page.

FAQs

Is multi-factor authentication (MFA) the same as 2FA?

MFA and 2FA are both terms for an authentication process where users are required to provide a second verification code from another source, like a text message or email.

Can 2FA be enabled or disabled for specific users?

No. All users who have access to your company’s Attentive account will need to log in using 2FA.

Can I have my verification code sent to my email address? Or can I get a verification code from an authenticator app?

After your initial login where you verify your identity with your mobile device, you can choose to verify yourself with your email address on future logins. See Verify your identity with email (optional) to learn more.

Can I change the phone number I use for 2FA?

If you’d like to change the phone number you use for 2FA, reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com) for support. Please ensure your request comes from the email address you use to log in to Attentive. Provide the last invoice number and any additional information you think may be needed to help us route your request appropriately.

Does my 2FA number need to be the same phone number on my user profile?

No. The number you use to receive 2FA verification codes can be different from the phone number in your user profile.

Can I change the email address I use for 2FA?

No. You can only receive 2FA verification codes at the email address associated with the user account you use to log in to Attentive.

Can I use single sign-on (SSO) instead of 2FA via SMS or email?

Yes. We also support single-sign on (SSO) and encourage you to activate it, if it’s supported by your organization. For more information about how to set up SSO, see Attentive SSO Login: SAML Setup Instructions.

Any existing SSO users will be exempt from the 2FA requirements.

What login options do I have for shared login credentials?

We don’t recommend using shared credentials to access your Attentive account. Set up separate user accounts for each person who needs access. See Manage your users for more information.

We also recommend using Attentive’s single sign-on (SSO) solution as an alternative to 2FA. SSO is a more secure authentication method. For more information, see Attentive SSO Login: SAML Setup Instructions.

If you have trouble logging in to your Attentive account, reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com) for support.

What if I didn’t receive the verification code?

If you don’t receive a verification code when you first enroll in 2FA, click Go back and double check the phone number you entered. After you verify your phone number, click Resend code to generate a new verification code.

On subsequent logins, keep in mind that it can take up to five minutes to receive a code via text or email. If you still don’t receive a verification code, reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com) for support.

What if I don’t have access to my mobile device?

If you don’t have access to your mobile device, you have a couple options:

  • Use email verification: If you’ve logged in at least once with your mobile device, you can choose to have the verification code sent to your email address instead. See Verify your identity with email (optional) to learn more.
  • Contact support: Reach out to your Attentive CSM or contact White Glove (whiteglove@attentivemobile.com) to set up a new phone number to receive 2FA verification codes.

Does 2FA with Attentive cost anything?

No. Attentive 2FA is free for all active Attentive accounts and users.

For additional security information, please visit https://security.attentivemobile.com/.

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