Setting up multi-factor authentication

Multi-Factor Authentication (MFA) adds an extra layer of security to your INVOLVE account by requiring a second verification step after entering your password or authenticating with SSO.

Is MFA required for my account?

MFA settings are controlled by your Organisation Administrator.

Mandatory: Your admin has enforced MFA for all staff. You will be prompted to set it up immediately upon logging in and cannot skip this step.
Optional: Your admin has enabled MFA, but you can choose whether to use it. We strongly recommend enabling it to protect volunteer data.
Disabled: If you do not see MFA options, your organisation may not have this feature enabled yet. Contact your admin to request it.

Setting up MFA through your account settings

If you want to proactively set up MFA for your account, follow these steps:

Log in to INVOLVE
Click on your profile icon in the top-right corner
Select "Manage MFA" from the dropdown menu
Choose an available MFA method to enable:
- 📧 Email (code sent to your inbox)
- 📱 SMS (code sent to your phone)
- 🔐 Authenticator App (e.g., Microsoft Authenticator, Google Authenticator)
Enter the code sent to you or generated by your authenticator app

If your organisation requires MFA, you'll be prompted to set it up when logging in:

During the log-in process, you’ll see a message explaining that MFA is required.
You’ll be guided through the MFA setup process before you can access the system.
Note: You cannot skip this step if your organisation has made MFA mandatory.

Troubleshooting MFA Setup

I didn’t receive the code: Check your spam/junk folder, ensure your phone number/email is correct.
Authenticator app isn’t working: Ensure your device’s time is set to "Automatic" (important for TOTP codes).
Lost access to your MFA method? Contact your Organisation Administrator.

Managing or removing MFA methods

You can add multiple methods (e.g., both an app and email) so you have a backup if you lose your phone.

Select your Profile Icon then choose Manage MFA from the context menu that appears
You will be presented with a list of your active methods
Select Add to add an additional MFA method
Select Remove next to a method to disable and remove it

Warning: If MFA is mandatory for your org, you must have at least one method active at all times.

Lost access to your MFA device?

If you lose your phone or can't access your authenticator app, you cannot reset this yourself.

Contact your Organisation Administrator. They can reset your MFA settings from the staff management area
If you cannot contact your admin, contact support for assistance