Multi-Factor Authentication (MFA) adds an extra layer of security to your Heidi account, helping to protect your data. While it is optional, we highly recommend enabling it for enhanced security.
Enabling MFA
You can enable MFA at any time through the Heidi platform (mobile app, desktop app, or desktop browser). Here's how:
Go to Settings > Account > Login Details > Enable MFA
You’ll see two options: “Set up later” or “Log out and set up now”
Click “Log out and set up now”
Sign back in using your Heidi account email
Choose one of the following MFA methods: (Authenticator app, Email, SMS)
MFA Setup Options
1. Authenticator App (Preferred Method)
We recommend using an Authenticator app like Google Authenticator, Microsoft Authenticator, or Duo Mobile for the most secure experience.
Select Authenticator app as your MFA method.
A QR code will appear on your screen.
Open your Authenticator app and choose the option to add a new account using a QR code.
Scan the QR code with your mobile camera, name your Heidi account, and save it.
Your Authenticator app will now generate a one-time secure code—enter this code into Heidi and click Continue.
✅ Going forward: If you have an Authenticator App set up, each time you sign in, open your Authenticator app to retrieve a one-time code, then enter it into Heidi when prompted.
Best Practices for MFA Setup
Use Authenticator Apps: Whenever possible, choose an authenticator app for enhanced security and fewer delays compared to SMS or email.
Backup Codes: Always save backup codes securely as they can be essential if access to the authenticator app is lost.
Device Compatibility: Ensure compatibility between your chosen authenticator app and the device to avoid issues during setup.
2. SMS Authentication
Select SMS as your MFA method.
Enter your country code and mobile number, then click Continue.
You’ll receive a security code via SMS.
Enter the code into the Heidi code box and click Verify.
You can confirm that MFA is enabled by going to Settings > Account > Login Details—you should see a green "Enabled" symbol next to MFA.
✅ Going forward: If you have SMS Authentication set, each time you sign in, Heidi will send a security code to your mobile via SMS. Simply enter the code when prompted to complete your login.
3. Email Authentication
Select Email as your MFA method.
Enter the email address you want to link to your Heidi account.
Heidi will send a secure code to your email.
Enter the code into the Heidi code box and click Verify.
✅ Going forward: If you have Email Authentication set, each time you sign in, you’ll receive a security code via email that you’ll need to enter when prompted.
Disabling MFA
If you need to disable MFA, follow these steps:
Go to Settings > Account > Login Details > Disable MFA.
You should now see a red “Not enabled” symbol next to MFA.
Resetting MFA
Resetting your Multi-Factor Authentication (MFA) enables users to transition to a new device, troubleshoot login issues, or adopt a different authentication method. The following are the steps to reset MFA for your Heidi account:
Navigate to Settings > Account > Login Details > Disable MFA in your account settings.
Ensure you are logged out from your account completely.
Log back into your Heidi account.
Proceed to Settings > Account > Login Details > Enable MFA.
Follow the setup instructions to reconfigure MFA, preferably using a reliable authenticator app. By completing these steps, you can securely reset your MFA and restore seamless access to your account.
If you're unable to access your account to reset MFA yourself, there are additional options:
Administrator assistance: If you're part of an organization, your admin can reset your MFA on your behalf after confirming your identity.
Support team assistance: Our support team can help initiate an MFA reset process when self-service options aren't working.
Important Notes:
If you are part of a team that has mandated MFA, you won't be able to disable it. Please contact your team admin and loop in our support team if you're in need of assistance.
If you need to change your MFA method, or can not access your account, our support team can help reset it for you.
If you're experiencing persistent login problems, try accessing your account from multiple devices or browsers to determine if the issue is device-specific.
Troubleshooting MFA Issues
General Troubleshooting Tips
Try these steps first before troubleshooting specific authentication methods:
Clear your browser cache: This can resolve many temporary technical glitches that prevent proper MFA functioning.
Try multiple devices or browsers: This helps rule out device-specific issues that might be preventing MFA code delivery.
Check your network connectivity: Ensure you have a stable internet connection when attempting to receive MFA codes.
SMS Authentication Issues
🔹 Didn’t receive the code?
Try resending the code.
Some mobile providers may block the SMS as spam—if this happens frequently, contact our support team for an alternative MFA method.
Recent performance improvements to SMS delivery have been implemented, but if issues persist, consider switching to an authenticator app for better reliability.
Email Authentication Issues
🔹 Didn’t receive the email code?
Check your spam or junk folder.
Like SMS, some email providers may filter MFA emails as spam—if this keeps happening, our support team can help set up an alternative method.
Authenticator App Issues
🔹 Experiencing an error in your Authenticator app?
Since each Authenticator app operates differently, you’ll need to contact the support team of the app you’re using (e.g., Google Authenticator, Microsoft Authenticator) for troubleshooting.
In case the steps to reset your MFA do not resolve the issue, or if options to disable or enable MFA are missing from your settings, document the issue and contact our support team. We aim to address your concerns promptly.