Two-factor authentication (2FA) in RaiseNow Hub

This article explains how two-factor authentication (2FA) works in RaiseNow Hub, which authentication methods are available, and how to set up or change your authentication method.

Overview

To protect your RaiseNow Hub account, two-factor authentication (2FA) is required. In addition to your email address and password, you must verify your login using a second factor.

RaiseNow Hub supports the following 2FA methods:

• Authenticator app (recommended)

• Email verification code

SMS is not supported as a two-factor authentication method.

Once set up, you can change your authentication method at any time in your profile settings.

Available authentication methods

Authenticator app (recommended)

Using an authenticator app provides the highest level of security and works even if you do not have access to email or mobile connectivity.

Supported apps include, for example:

• Google Authenticator

• Microsoft Authenticator

• Proton Authenticator

• 1Password

• Authy

Email verification code

As an alternative, you can use your email address as the second authentication factor. A one-time verification code is sent to the email address associated with your RaiseNow Hub account.

Set up an authenticator app for the first time

1. Download an authenticator app on your mobile phone or tablet.

2. Open the authenticator app.

3. During login in RaiseNow Hub, select the option to set up app authentication.

4. In your authenticator app, choose Scan a QR code.

5. Scan the QR code displayed on the RaiseNow Hub login screen.

6. Enter the 6-digit code generated by the app.

7. You are now signed in.

Log in using an authenticator app

For future logins:

1. Enter your email address and password.

2. Open the same authenticator app you used during setup.

3. Enter the current 6-digit code shown in the app.

The code changes automatically at regular intervals.

Set up authentication via email

1. Log in to RaiseNow Hub.

2. During setup or later in your profile, select Email authentication as your 2FA method.

3. A one-time verification code is sent to your registered email address.

4. Enter the code to complete the login.

Change your authentication method

You can change your authentication method at any time:

1. Log in to RaiseNow Hub.

2. Go to My profile → Security.

3. Select the authentication method you want to use:

   • Authenticator app, or

   • Email authentication

4. Follow the setup steps shown on screen.

You can also use this section to set up a new authenticator app if you change devices.

FAQs

I can’t scan the QR code with my authenticator app. What can I do?

1. If you’re on your mobile and unable to scan the QR code, click on Enter a setup key in your authenticator app.

2. Enter your email address you’ve registered with on RaiseNow. 

3. Copy the setup key provided on the interface.

4. Make sure time based is selected.

5. Enter the 6-digit code provided on your authenticator app on the RaiseNow login. You should be able to sign in now.

What if I lose access to my authenticator app or device?

If you no longer have access to your authenticator app or device please contact our Customer Success team.

When contacting us, please make sure to include the following information:

• Name of your organisation
• Your email address
• A detailed description of the issue together with one or more screenshots showing the problem (e.g. the error message)

This helps us to investigate and resolve the issue as quick as possible.