Question 1

How do I change my password?

Accepted Answer

1) Click your avatar in the header and choose 'My profile'. 2) On the General Settings tab, click 'Change password' (this button appears when you sign in with an email and password). 3) Enter your current password, the new password, and repeat the new password. 4) Click confirm. The two new password fields must match.

Question 2

Does Deskhero support two-factor authentication (2FA)?

Accepted Answer

Yes. Deskhero supports two-factor authentication using an authenticator app, with a verified phone number as backup. You manage it under 'My profile' on the 'Password and Security' tab, where the current status is shown as Active, Inactive, or Not enabled.

Question 3

How do I enable two-factor authentication?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Password and Security' tab. 2) Click 'Enable' next to 'Authentication app'. 3) Enter your phone number and confirm it with the 6-digit code sent to you. 4) Scan the QR code with an authenticator app such as Duo or Google Authenticator, or type the setup code into the app manually. 5) Enter the confirmation code shown in your authenticator app to finish.

Question 4

Why does Deskhero ask me to verify a phone number when setting up 2FA?

Accepted Answer

The verified phone number acts as a backup so you can still access your account if you lose your phone or cannot get a code from your authenticator app for any other reason. It is verified once with a 6-digit code sent by SMS during 2FA setup.

Question 5

How do I disable two-factor authentication?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Password and Security' tab. 2) Click 'Disable' next to 'Authentication app'. 3) Confirm in the dialog. You can later click 'Re-enable' to turn it back on; since your phone number is already verified, re-enabling skips straight to the authenticator app setup.

Question 6

How do I change the phone number used as my 2FA backup?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Password and Security' tab. 2) Click the options menu (the icon next to the Enable/Disable button). 3) Choose 'Change Phone Number' and verify the new number with the code sent to it.

Question 7

How do I switch two-factor authentication to a new authenticator app?

Accepted Answer

If 2FA is currently inactive, open 'My profile', go to 'Password and Security', open the options menu and choose 'Change Auth App' to run the app setup again. If 2FA is currently active, that option is not shown. Disable two-factor authentication first, then re-enable it and register the new app during setup.

Question 8

Where can I see all devices and sessions where I am logged in?

Accepted Answer

Click your avatar and choose 'My profile', then open the 'Password and Security' tab. The 'ACTIVE SESSIONS' list shows each session's browser, location (city, country and IP address), and when it started; your current session is labeled 'Current Session'.

Question 9

How do I log out another device or end a session remotely?

Accepted Answer

1) Click your avatar and choose 'My profile'. 2) Open the 'Password and Security' tab. 3) In the 'ACTIVE SESSIONS' list, click 'End Session' next to any session that is not your current one. That session is revoked immediately.

Password and 2FA

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