Frequently asked questions (FAQs): Multi-factor authentication (MFA)

In this guide you will see an overview of frequently asked questions regarding Multi-factor authentication. For more information, see our help guide Multi-factor authentication (MFA) in Timely. 
 

Frequently asked questions (FAQs)

• Why do I need to set up MFA? 
  Fraud attacks are more and more frequent. Many companies, like banks and other business software, now require MFA. This extra step helps keep your business and client data protected, as well as your client relationships and reputation. 
   

• Do PIN-only users need to set-up MFA?
  No, for PIN-only user accounts which do not have the ability to log in with email address and password, MFA is not required and set-up will not be enforced. If a PIN-only account is changed to add the ability to log in using email and password, MFA will be instantly required.
   

• Why didn’t Timely have MFA until now? 
  SMS 2-FA has been available for people that wanted extra security or were using Xero. 
   

• Should I use an authenticator app or email? 
  A: We recommend using an authenticator app because it’s faster and safer. Codes are available immediately from an authenticator app on your phone without having to wait for an email to arrive. We recommend setting up both an authenticator app and email for the best security. 
   

• Can I use email verification instead of an authentication app?
  Yes. When prompted to set up an authentication app, select Skip this step. You can then continue setting up email verification as your authentication method.
   

• Which authenticator app should I use? 
  We recommend using Google Authenticator. It’s free and easy to set up. You can use any common TOTP-compatiable authenticator app. TOTP means time-based one-time password, meaning the authenticator app will generate a new six-digit code each time you use it. Other options include Microsoft Authenticator, Authy, or the iOS Password app for people using an iPhone or iPad.
   

• I can’t scan the authenticator app set up QR code? 
  If you can’t scan the QR code, use the option to ‘Copy Setup Key’. Follow the steps here: How to set up MFA with an Authenticator App
   
• I don’t want to use the email address I use to log in to Timely for MFA. Can I use another one? 
  No. You must use the email address you use to log in to Timely if you want to set up email verification for MFA. If you are an account owner or have staff admin access, follow these steps to change your Timely email address. If you don’t have access, ask your account owner or admin to do this for you.
   
• Can I share my Timely login and MFA details with another staff member?
  No. Each person must have their own login account and MFA set up. If you need to set up a new login for an administrator - like a bookkeeper or receptionist - follow these steps. It’s free to add an administrator so this won't impact your billing. If you have two part time staff members sharing a login, contact our support team to get assistance. 
   

• I’m being asked for a code again. Why is this and how often will it happen?
  You’ll be asked to verify your identity by adding a code from your authentication app or email after every logout or if 30 days have passed since you last verified. You will also be asked to authenticate when logging into a new device, resetting or changing your MFA settings. 
   

• What happens if I lose my phone or change my phone? 
  If you get a new phone, you’ll need to transfer your Authenticator App over to your new phone. When transferring your apps and data between phones, your authenticator app might transfer across automatically. If it doesn’t, reset your ‘Authentication App’ method in Timely and complete the Authentication App setup flow using your new phone and authenticator app. 
   

• Can Timely tell me what my authenticator code is? 
  No. Our team cannot retrieve or disclose authenticator codes. This is what makes it safe and secure. If you get stuck, we can help you troubleshoot or reset. 
   

• I want to set up MFA but I can’t see an option to do so?
  MFA is being rolled out in stages, so you might not be eligible just yet. If you have already set up SMS 2FA, you won’t be able to set up MFA. If you are eligible, you’ll have received an email from Timely and in-app notifications. 
   

• Does MFA impact PIN switching?
  No. How Pin switching works in Timely is not impacted by MFA. You may be asked to enter an MFA code if pin switching between users if not all users have set up MFA during the rollout period.
   

• Where can I find my verification code?
  Your verification code will be available through the method you selected when setting up MFA:

  • Authentication app: Open your authentication app and find the code linked to your Timely account.
  • Email verification: Check the inbox for the email address you use to log in to Timely. The email will come from noreply@auth.gettimely.com.

  Make sure you’re using the code from the verification method shown on the Timely sign-in screen.
   

• Why haven’t I received my email verification code?
  Make sure you’re checking the inbox for the email address you use to log in to Timely. Look for an email from noreply@auth.gettimely.com, including in your spam or junk folders.
   

• Why isn’t my email verification code working?
  Email verification codes expire after 30 minutes. Make sure you’re entering the most recent code you received and that it is still valid. If the code has expired, return to the login page, enter your email and password again, then request a new one. You may need to wait one minute after your previous request before another code is sent.