Change your password and use multi-factor authentication

Change your password, protect team-app sign-in with an authenticator, and save backup codes.

Each team member manages their own password and multi-factor authentication, or MFA. These settings protect the team app. Client portal sign-in uses a different flow.

Change your password

Open Personal Settings → Security.
Under the password section, enter your current password.
Enter and confirm a new password.
Make sure it has at least 8 characters, one uppercase letter, one number, and one special character.
Save the change.

If MFA is on, finish the change with a six-digit authenticator code or an unused backup code. Other active sessions are signed out after a successful password change.

If you do not know your current password, use the password-reset link from the sign-in page.

Turn on MFA

Open Personal Settings → Security.
Open the authenticator-app setup.
Enter your current password.
Scan the QR code with a TOTP authenticator app. If you cannot scan it, copy the manual key.
Enter the current six-digit code from the authenticator.
Save or download every backup code before you close the page.

The QR code and manual key are secrets. Do not put them in a ticket, chat, email, or screenshot.

MFA setup signs out your other active sessions. The next team-app sign-in asks for a six-digit code.

Store and use backup codes

Keep backup codes in a password manager or another secure place away from the device that holds your authenticator.

Each backup code works once. When you use one to sign in, Sydnee can ask for your password again. A used code cannot be restored.

To make a fresh set, open Personal Settings → Security, choose to regenerate backup codes, and confirm with your current password and an authenticator code. The new set downloads and every old backup code stops working.

Turn off MFA

Open the authenticator-app section and choose the disable action. Confirm with your current password and either an authenticator code or an unused backup code.

Turning off MFA removes the saved backup codes and signs out other active sessions.

What if I lose my authenticator device?

At the MFA sign-in step, choose the other method.
Enter an unused backup code and your current password.
After signing in, open Personal Settings → Security.
Move MFA to a new authenticator or disable and set it up again.

If you have no authenticator access and no unused backup code, contact support. Support must verify the account before helping with recovery. Never send your password.

Fix a code that does not work

Use the newest code shown by the authenticator.
Make sure the phone's date and time are automatic.
Enter all six digits before the code changes.
Use an unused backup code exactly as saved.
Start again if Sydnee says the verification session expired.