How do I set up 2FA?

To assist you with enabling 2FA, we have created a comprehensive guide in our Help Centre. How to Enable Two-Factor Authentication on RoomRaccoon 

What happens if I lose my 2FA device?

In the event that you misplace your 2FA device, you will not be able to access your account. To regain access, kindly reach out to our customer support team who will be able to help.

We understand that this may cause temporary inconvenience, but this measure is crucial to safeguard your account's security and prevent unauthorised access.

How to remove 2FA from my RoomRaccoon account?

1. In your RoomRaccoon account, click the Settings icon in the bottom menu bar.

2. In the top sub-menu, click Logins.

3. Under the Two-factor authentication section, click “Disable”.

Do I need to reset 2FA if I uninstall the app or get a new phone?

Yes. If you uninstall the app or get a new phone, follow the steps in the article linked at the top of this article for guidance.

How do I require all users in my RoomRaccoon account to use 2FA?

Two-factor authentication is required for all RoomRaccoon accounts and can be enabled by your account administrator or by contacting our Support Team. It is recommended to update your settings to require all team members in your RoomRaccoon account to use two-factor authentication.

What countries are supported by 2FA?

Two-factor authentication using the Google Authenticator app is supported globally.

Verification code error: This doesn't look right

If you see a "This doesn't look right" error after entering your verification code, it may be due to the time set on your device. To make sure that you have the correct time on your device or Google Authenticator app, follow the instructions below for Android, iOS, or Google Authenticator.

Android

Samsung devices

1. Open the Samsung Settings app.

2. Select General Management.

3. Select Date & Time.

4. Tap to toggle the Automatic date and time switch on. If the switch is already toggled on, turn it off, then turn it on again.

Google devices

1. Open the Google Settings app.

2. Select System.

3. Select Date & time.

4. Tap to toggle the Set automatically switch on. If the switch is already toggled on, turn it off, then turn it on again.

iOS

1. Open the iPhone Settings app.

2. Select General.

3. Select Date & Time.

4. Tap to toggle the Set automatically switch on. If the switch is already toggled on, turn it off, then turn it on again.

You should now be able to use your verification codes.

Google Authenticator

1. Open the Google Authenticator app.

2. In the top right, tap the menu button (three vertical dots).

3. Select Settings.

4. Select Time correction for codes.

5. Select Sync now.

On the next screen, a confirmation will appear when the time has been synced. You should now be able to use your verification codes.

Final things to remember about 2FA Activation

• The General Admin login must enable 2FA first before any sub-logins can activate their own 2FA.

• 2FA links your account to the device you use for login. Once you enable it on a device, you won’t need to use your authenticator app to login on that device again for 30 days.

• If you log into RoomRaccoon from a different or new device, you’ll need to enter a one-time passcode (OTP) from your authenticator app. This ensures it’s really you logging in.

• After entering the OTP on a new device, both you and the General Admin will receive an email notification confirming the new device login.