In today’s digital world, passwords alone are no longer enough. Two-Factor Authentication (2FA) adds an extra layer of protection that helps ensure only you can access your account, even if your password is ever compromised.
This guide will help you understand what Two-Factor Authentication (2FA) is, why it plays a critical role in protecting your account, and how to enable and use it confidently within your 1-grid Customer Zone.
- What Is Two-Factor Authentication (2FA)?
- How Two-Factor Authentication (2FA) Works
- Why Two-Factor Authentication (2FA) Is Critical for Next-Level Security
- How 1-grid Uses Two-Factor Authentication
- First-Time 2FA Automatic Prompt on Login
- Step-by-Step Setup to Add Your 1-grid Account by Authenticator App for 2FA
- Logging In After 2FA Is Enabled
- Passwords + 2FA = Strongest Protection
- Troubleshooting Authentication App Issues (2FA)
- Our Scope of Support
- FAQs
- Additional Resources
What Is Two-Factor Authentication (2FA)?
Two-Factor Authentication (2FA) is a security method that requires two different types of verification before granting access.
It combines:
- Something you know (your password)
- Something you have (a code from an authenticator app or trusted device)
This extra step makes it significantly harder for unauthorised users to access your account, even if they know your password.
How Two-Factor Authentication (2FA) Works
Typically, the steps are the same for most 2FA login requirements.
- You log in with your email address and password
- Then, you complete a second verification step
- You enter a time-sensitive code from an authenticator app
- Once both steps are confirmed, access is granted
IMPORTANT: Even if your password is stolen, your account remains protected as long as you don’t share your 2FA device.
Why Two-Factor Authentication (2FA) Is Critical for Next-Level Security
Key Benefits for Customers
- Protects sensitive billing and personal information
- Reduces the risk of phishing attacks
- Adds peace of mind without adding complexity
TIP: 2FA actively involves you in your account security by turning protection into a partnership, not a passive system.
How 1-grid Uses Two-Factor Authentication
At 1-grid, we use an authenticator-based 2FA for Customer Zone logins. This method is widely trusted and used by platforms like Google, Microsoft, and Apple.
Supported authenticator apps include, but may not be limited to:
First-Time 2FA Automatic Prompt on Login
Quick Steps to Follow
- Log in to Customer Zone
- Click Get Started >>
- Open the Authenticator App on your phone
- Scan the QR code
- Enter the authenticator code
- Click Submit
- Securely store your Backup Code
IMPORTANT: Backup codes are single-use only and are required if you ever lose your authenticator device or are unable to access your Authenticator app. This means it is important to make a note of this securely, as a new backup code is generated each time you use it.
Step-by-Step Setup to Add Your 1-grid Account by Authenticator App for 2FA
Google Authenticator App
Quick Steps to Follow
- Log in to your 1-grid Customer Zone using your registered email address and password
- Click Get Started >>
- A QR code will appear on the screen
- A manual code is also displayed in case you need to manually enter this.
- Open Google Authenticator on your phone.
- Scan the QR code shown on your screen.
- Enter the 6-digit code displayed in the app to confirm.
- Double-check all steps have been completed, and make sure to securely store your Backup Code.
TIP: If scanning fails, choose Enter a setup key and manually enter the code shown. Manual entry prevents setup failure if camera permissions are blocked.
For additional support with scanning a QR code using Google Authenticator, you can explore this short video.
Microsoft Authenticator App
Quick Steps to Follow
- Log in to your 1-grid Customer Zone using your registered email address and password
- Click Get Started >>
- A QR code will appear on the screen
- A manual code is also displayed in case you need to manually enter this.
- Open Microsoft Authenticator.
- Tap + (top right).
- Select Personal account.
- Choose Scan a QR code.
- Scan the QR code displayed in your 1-grid setup screen using your phone.
- Enter the generated 6-digit code to complete setup.
- Double-check all steps have been completed, and make sure to securely store your Backup Code.
TIP: If prompted, allow camera permissions because without them, scanning won’t work. If scanning fails, enter the code provided manually.
For additional support with scanning a QR code using Microsoft Authenticator, you can explore this short video.
Apple Authenticator (via iOS Passwords)
Quick Steps to Follow
- Log in to your 1-grid Customer Zone using your registered email address and password
- Click Get Started >>
- A QR code will appear on the screen
- A manual code is also displayed in case you need to manually enter this.
- On your iPhone, go to Settings → Passwords.
- Select the relevant account (or add a new one).
- Tap Set Up Verification Code → Scan QR Code.
- Scan the QR code and enter the generated code to confirm.
- Double-check all steps have been completed, and make sure to securely store your Backup Code.
NOTE: To add your account via the Apple Authenticator app specifically and not through Passwords, you can check out their useful guide here.
TIP: If scanning fails, choose Enter Setup Key instead and manually enter the code displayed.
For additional support with scanning a QR code using Apple Passwords, you can explore this guide further.
Authy Authenticator App
Quick Steps to Follow
- Log in to your 1-grid Customer Zone using your registered email address and password.
- Click Get Started >>
- A QR code will appear on the screen.
- A manual code is also displayed in case you need to manually enter this.
- Open Authy.
- Tap + Add Account.
- Choose Scan QR Code.
- Scan the QR code shown on your screen using your phone.
- Enter the 6-digit code to verify setup.
- Double-check all steps have been completed, and make sure to securely store your Backup Code.
TIP: Ensure your phone time is set to Automatic to avoid invalid codes.
For additional support with scanning a QR code using Authy, you can explore this short video.
Logging In After 2FA Is Enabled
Using Authenticator App
Quick Steps to Follow
- Log in to Customer Zone
- Enter your registered email address and password
- Click Login
- Open your Authenticator App and generate a one-time code
- Enter the generated code
- Click Login
Using a Backup Code
Quick Steps to Follow
- Log in to Customer Zone
- Enter your registered email address and password
- Click Login
- Select Login using Backup Code
- Enter the backup code
- Click Login
- Save the new backup code displayed and click Continue
Passwords + 2FA = Strongest Protection
2FA works best when combined with a strong password.
We recommend exploring our guides below to help you choose and update your passwords regularly:
- How to Make Sure Your Password Is Very Strong
- How Do I Choose a Good Password
- Update Your 1-grid Password While Logged In
Troubleshooting Authentication App Issues (2FA)
If you’re having trouble generating or using authentication codes during setup or login, don’t worry, as most authentication issues are quick and easy to resolve.
The steps below address the most common causes across popular authenticator apps, including Google Authenticator, Microsoft Authenticator, and similar apps.
First Things to Check (Most Issues Are Solved Here)
Check Your Phone’s Date and Time Settings (Most Common Fix)
Authentication apps rely on time-based codes. If your phone’s time is even slightly out of sync, valid codes may be rejected.
What to do:
- Set your phone’s Date & Time to Automatic
- Enable Automatic Time Zone
App-specific tips:
- Google Authenticator:
Go to Settings → Time Correction for Codes → Sync now
- Microsoft Authenticator:
The phone’s date and time must be set to Automatic
TIP: This single step resolves the majority of “invalid code” errors.
Common Troubleshooting Options
Make Sure You’re Using the Correct Code
Important:
- Codes expire every 30 seconds
- Ensure you’re entering the current 6-digit code
- Confirm the code is for your 1-grid account, not another saved account in the app
Restart and Update Your Authenticator App
Temporary app issues can cause codes to fail.
Try the following:
- Close the authenticator app completely
- Restart your phone
- Update the app to the latest version via your app store
Check App Permissions and Notifications
Some authenticator apps rely on system permissions to function properly.
Check that:
- Notifications are enabled for the app
- Battery optimisation or power-saving mode is disabled (especially on Android)
- Background app activity is allowed
Disable VPNs or Network Restrictions
VPNs or restricted networks can sometimes interfere with authentication.
- Temporarily disable any VPN
- Try logging in using a standard mobile or home internet connection
If Codes Still Don’t Work
Remove Your Account to Re-Add It
Re-registering the account often fixes the issue.
What to do:
- Remove the 1-grid account from your authenticator app
- Then, contact our Support Team to let them know that you need to re-add the account
- Once our Team has assisted with resetting your 2FA, you can set it up again by scanning the new QR code during the prompt when you log in to your Customer Zone.
TIP: This creates a fresh, properly synced authentication link.
If You’ve Changed or Lost Your Phone
If you’ve switched devices and did not restore your authenticator app from a backup:
- Use backup codes (if you saved them during setup)
- If you’re unable to log in, contact our Support Team for assistance with identity verification and secure 2FA reset on your new device’s installed Authenticator app.
Important to Know
- Authentication apps work offline, but require correct device time setups.
- 2FA adds an important security layer, but we’re here to help if setup doesn’t go smoothly.
We can assist with resetting 2FA, but for security reasons, we can’t bypass authentication checks.
Our Scope of Support
If you’re stuck and need any additional guidance or support, here’s an outline of what we can do and what is not within our Scope of Support.
We can help you with:
- Re-enabling, resetting or understanding 2FA
- Backup code guidance
We’ll guide you through the next steps securely and as smoothly as possible.
We are unable to assist with:
- Bypassing security protections, such as the codes, during authentication checks
FAQs
Q. Is Two-Factor Authentication (2FA) mandatory?
Yes, for next-level security on your 1-grid account, 2FA is required.
Q. What if I lose my phone or get a new one?
Use your backup code to log in if you don’t have a new phone yet and then contact our Support Team to assist you with resetting your 2FA so that you can reconfigure 2FA on your new phone.
Q. Can multiple users use the same 1-grid account with 2FA enabled?
Yes, multiple users can access the same 1-grid account, but each user should use their own login and authentication app.
For security and accountability:
- Each user should have their own unique credentials
- Each login should be protected with its own 2FA setup
- Sharing a single login or authentication device is not recommended
IMPORTANT: It keeps access secure, prevents lockouts, and ensures you can manage or remove access without affecting other users.
However, if a single login is absolutely required, backup codes can be used, ensuring that this is shared securely and safely between users each time it is reset at login.
Q. What happens if an employee leaves and they had 2FA access?
If an employee leaves your organisation, their access should be removed as soon as possible. Removing access promptly prevents unauthorised logins and keeps your account fully under your control.
What to do:
- Disable or remove the user’s login from your 1-grid account
- Reset any shared credentials immediately, like passwords (if applicable)
- Confirm that their authentication app is no longer linked to your account
If you’re unsure which users have access or need help securing the account, our Support Team can assist.
Q. Is Two-Factor Authentication (2FA) the same as Multi-Factor Authentication (MFA)?
No, 2FA uses two factors; MFA uses two or more.
Additional Resources
Retrieve a Lost 1-grid Customer Zone Password
Everything Password-Related at 1-grid
How To Keep Your 1-grid Account Details Up to Date
Need Additional Support?
We’re Here to Help:
Enabling Two-Factor Authentication (2FA) for next-level security on your 1-grid Customer Zone doesn’t have to cause you worry with this easy-to-reference guide. Stuck? Check out our Scope of Support, and then contact our Support Team for further clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!