How to Set Up Two-Factor Authentication (2FA) in RobinReach

What is Two-Factor Authentication?

Two-Factor Authentication (2FA), also known as Multi-Factor Authentication (MFA), adds an extra layer of security to your RobinReach account. In addition to your password, you will need to enter a 6-digit code from your mobile device to log in.

Why use 2FA?

Enhanced Security: Protects your account even if your password is compromised
Data Protection: Keeps your social media connections and scheduled posts secure
Industry Standard: Used by major platforms like Google, Facebook, and Twitter
Team Safety: Essential for agencies managing multiple client accounts

Before You Start

Requirements:

You must be an Admin or Account Admin to enable 2FA for yourself or your team
You must be on the default brand (not a sub-brand)
An authenticator app on your smartphone
- Recommended: Google Authenticator
- Alternatives: Microsoft Authenticator

Note: If you are not an Admin or Account Admin, you will need to ask your administrator to enable 2FA for the company. Once enabled company-wide, you will be prompted to set it up on your next login.

Part 1: Enable 2FA for Your Company (Admins Only)

Before individual users can set up 2FA, an Admin or Account Admin must enable it at the company level.

Step 1: Navigate to Your Default Brand

Log in to your RobinReach account
Make sure you are on your default brand (main company account)
- Check the brand selector in the top navigation
- If you are on a sub-brand, switch to your default brand

Step 2: Access Company Settings

Click on Default Brand Settings in the navigation menu

Step 3: Enable Two-Factor Authentication

Find the "Enable Two-Factor Authentication" toggle
Click the toggle to turn it ON
Click "Update" to apply the changes

What happens next:

If you have 2FA enabled for the company, all users will be required to set up their personal 2FA
Users will be prompted to set up 2FA on their next login
Team members cannot access the dashboard until they complete 2FA setup

Part 2: Set Up Your Personal 2FA

After 2FA is enabled at the company level, each user must set up their personal authentication.

Step 1: You Will Be Redirected Automatically

On your next login after 2FA is enabled:

Enter your email and password as usual
You will be automatically redirected to the 2FA setup page
You will see a message: "Your company requires 2FA. Please set it up to continue."

Step 2: Scan the QR Code

A QR code will be displayed on the screen
Open your authenticator app on your smartphone
In your authenticator app:
- Tap "+" or "Add Account"
- Select "Scan QR Code"
- Point your camera at the QR code on your screen
Your app will automatically add RobinReach to your account list

Cannot scan the QR code?

Below the QR code, you will see a text secret key. You can manually enter this key into your authenticator app by selecting "Enter setup key" or "Manual entry."

Step 3: Verify with a Code

Your authenticator app will now show a 6-digit code for RobinReach
Enter this code in the verification field on the setup page
Click "Verify and Enable 2FA"

Success. Your personal 2FA is now active.

Remember This Device (Trusted Devices)

How to Trust a Device

When logging in with 2FA:

After entering your 6-digit code, look for the checkbox: "Remember this device for 30 days"
Check this box
Click "Verify Login"
For the next 30 days, you will not need to enter a 2FA code when logging in from this device

When should I use this?

On your personal computer at home
On your work laptop
On your tablet

When should I NOT use this?

On public computers (libraries, internet cafes)
On shared computers
On devices you do not own

Managing Your Trusted Devices

You can view and remove trusted devices at any time:

Log in to your RobinReach account
Go to Profile Settings or Account Settings
Scroll to the "Secure Devices" section
You will see a list of all your trusted devices showing:
- Device name (browser and operating system)
- IP address
- Last used date
- "Current Device" indicator (if applicable)
To remove a device, click the "Remove" button next to it

Security Tip: Review your trusted devices regularly and remove any you do not recognize or no longer use.

Disabling Company-Wide 2FA (Admins Only)

If you need to turn off the 2FA requirement for your company:

Step 1: Navigate to Your Default Brand

Make sure you are on your default brand (main company account)
If you are on a sub-brand, switch to your default brand

Step 2: Access Company Settings

Click on Company Settings or Brand Settings
Find the Security section

Step 3: Disable Two-Factor Authentication

Find the "Enable Two-Factor Authentication" toggle
Click the toggle to turn it OFF
Click "Update"

What happens:

Team members will no longer be required to use 2FA
Users who have already set up 2FA can continue using it (optional)
Users who have not set up 2FA will not be prompted to do so

Troubleshooting

"Invalid Code" Error

If your 2FA code is not working, try the following solutions:

1. Time Synchronization Issue (Most Common)

Your phone's clock must be exactly synchronized with internet time servers.

iOS: Settings > General > Date & Time > Toggle "Set Automatically" ON
Android: Settings > System > Date & Time > Toggle "Automatic date & time" ON

After enabling automatic time, restart your authenticator app and try again.

2. Code Has Expired

TOTP codes refresh every 30 seconds. Wait for a new code to appear in your app and enter it immediately.

3. Wrong Code Entry

Make sure you are looking at the correct entry in your authenticator app:

Look for "RobinReach" in your app list
Do not use codes from other accounts (Gmail, Facebook, etc.)

4. Too Many Failed Attempts

For security, after 5 failed attempts, you will be locked out for 5 minutes.

Wait for the lockout period to expire
Ensure your phone's time is set to automatic
Try again with a fresh code

Still not working?

Contact our support team at [email protected] with:

Your registered email address
Your company name
A description of the error you are seeing

Lost Access to Authenticator App

If you have lost your phone or cannot access your authenticator app:

Immediate Steps:

Email our support team: [email protected]
Include the following information:
- Your registered email address
- Your company name
- Proof of account ownership (such as a screenshot of a recent login confirmation email)
Our team will:
- Verify your identity
- Temporarily disable 2FA for your account
- Send you instructions to regain access

After Regaining Access:

Set up 2FA again immediately
Scan a new QR code
Save your new secret key in a secure location

Locked Out After Multiple Failed Attempts

If you see the message "Too many invalid attempts. Try again in X minutes":

What happened:

You entered an incorrect code 5 times
Your account is temporarily locked for security

What to do:

Wait 5 minutes for the lockout to expire automatically
While waiting:
- Check that your phone's time is set to automatic
- Make sure you are using the RobinReach code (not another service)
- Wait for a completely fresh code to appear in your app
After 5 minutes, try logging in again with a new code

I Am Not an Admin - How Do I Enable 2FA?

If you are a team member (not an Admin or Account Admin):

You cannot enable 2FA yourself. Only Admins and Account Admins can enable the company-wide 2FA requirement.

What to do:

Contact your company administrator
Ask them to enable 2FA in Company Settings
Once they enable it, you will be prompted to set up your personal 2FA on your next login

Understanding Sub-Brands and 2FA

Important: The 2FA requirement is controlled at the default brand (main company) level.

How Sub-Brands Work:

If 2FA is enabled on the default brand, it applies to:
- The main company account
- All sub-brands under that company
- All team members across all brands
Sub-brand admins cannot disable the 2FA requirement if it is enabled at the default brand level
To change the 2FA requirement, you must:
1. Switch to the default brand
2. Go to Company Settings
3. Toggle the 2FA setting