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Two-Factor Authentication (2FA)

Updated: 5/7/2025 4:59 AM

Two-factor authentication (2FA) is an added layer of security for your VBC account. It can be enforced at the account level for all users, or individual users can enable it for themselves.

  • When enabled, a password and a six-digit verification code are required to sign in. The code is retrieved from the phone number supplied by each user; a Super User or Administrator cannot set this phone number for their users. 
  • A Virtual or Vonage phone number is not acceptable for verification; instead, a mobile phone number is strongly recommended. We accept US mobile numbers and international mobile numbers as listed in Supported Countries.
  • Only the actual user can authorize a reset of their 2FA phone number to prevent unauthorized access and protect against potential account takeovers. 
IMPORTANT: Customers who want to turn on International Dialing must enable 2FA account-wide. 
Supported Countries
ArgentinaEgyptLithuaniaSerbia
AustraliaEstoniaLuxembourgSingapore
AustriaFinlandMalaysiaSlovakia
BangladeshFranceMexicoSlovenia
BelgiumGermanyMoldovaSouth Africa
BrazilGreeceNetherlandsSouth Korea
BulgariaHondurasNew ZealandSpain
CanadaHong KongNorwaySri Lanka
ChileHungaryPakistanSweden
ChinaIndiaPanamaSwitzerland
ColombiaIndonesiaPeruTaiwan
Costa RicaIrelandPhilippinesThailand
CroatiaIsraelPolandTurkey
CyprusItalyPortugalUkraine
Czech RepublicJapanPuerto RicoUnited Arab Emirates
DenmarkLatviaRomaniaUnited Kingdom
Dominican RepublicLebanonSaudi ArabiaUnited States
Enforce 2FA at the Account Level
Enforce 2FA Account-WideContact Us to enforce 2FA account-wide. Once enforced, these conditions exist:
 
  • All users who are not signed in with SSO or 2FA at the user level are signed out immediately. On their next sign-in attempt, these users are prompted to enter a phone number that will be used to retrieve their verification code.
  • Account-wide enforcement of 2FA cannot be disabled.
Check 2FA Status
  1. Sign in to the Admin Portal. 
  2. Click Account (left navigation), then click Security Settings.
Set 2FA at the User Level

You can set 2FA at the user level before it is enforced account-wide, but this is not required.

  • If you set it now, your verification phone number remains in effect once it is set at the account level.
  • If you do not set it now, you will be prompted to enter a verification phone number when it is in effect at the account level; this number will be stored for future sign-ins.

To set your verification phone number now:

Desktop App 
(All User Types)
  1. Sign in to the Desktop App.
  2. Click your Avatar/Initials (top left), then click Settings; the Profile Settings page is displayed.
  3. Click Set Up Number.
  4. Type your mobile device’s phone number, then click Send Code.
  5. Enter the 6-digit code (valid for 10 minutes) sent to your mobile device through text message.

    NOTE: The 6-digit code option allows you to resend after 2 minutes if the code is not received.
  6. Click Submit
Mobile App 
(All User Types)
  1. Tap your Avatar/Initials (Upper left) to open the Home menu.
  2. Tap Settings, then tap Profile.
  3. Tap Set Up Number.
  4. Enter your mobile device’s phone number, then select Send Code.
  5. Enter the 6-digit code (valid for 10 minutes) sent to your mobile device by text message.

    NOTE: The 6-digit code option allows you to resend after 2 minutes if the code is not received.
  6. Tap Submit.
Admin Portal
(Super User,
Account Administrators,
User Administrators Only)
  1. Sign in to the Admin Portal.
  2. Click Phone System and then click Users.
  3. Hover over your username, then click the Pencil icon.
  4. Click Settings & Permissions, then click on Set up Number.
  5. Type your mobile device’s phone number, then click Send Code.
  6. Enter the 6-digit code (valid for 10 minutes) sent to your mobile device by text message.

    NOTE: The 6-digit code option allows you to resend after 2 minutes if the code is not received.
  7. Click Submit.
FAQs

Can I remove or disable 2FA?
Once enabled, 2FA cannot be disabled.

Can I set up 2FA with an email address instead of a phone number?
No, we do not support email addresses for 2FA. We only support phone numbers.

How often do I have to verify with 2FA? Is it every 24 hours?
You must verify with 2FA every time you sign in. This is not enforced every 24 hours.

I share my login credentials with someone else. How can we continue sharing credentials with 2FA?
Sharing VBC user credentials is neither secure nor recommended. Contact your Account Administrator to have separate user profiles created for everyone who must have access to the account.

How does 2FA work when a I have SSO (Single SIgn-On) enforced?
While 2FA is enforced at the account level, if you have SSO enabled, you will not be required to use 2FA when signing in.

When 2FA is enabled on my account, it will terminate “sessions”. What does that mean?
Once 2FA has been enabled on the account, all users will be logged out and must each configure 2FA when signing back in. Once enforcement of 2FA has been enabled, it cannot be undone. Note, users signed in through SSO will remain signed in, as will users who have already configured their user-level 2FA. Active phone calls will continue and the session will terminate once the call has been completed.

If our account will be forced to enable 2FA, but we have SSO, what is the actual expected behavior? If we have MFA (Multi-Factor Authentication) with our SSO, why do we need to enable our 2FA?
SSO is allowed to be disabled for some users even if it is enforced on the account. 2FA is not. You must have 2FA enforced if you want to continue with SMS on VBC in any capacity. If users have SSO enabled, they will not see any difference in behavior. Basically, every user will have to log in with one of these:

  1. SSO
  2. Vonage credentials + 2FA code

Is there a way for admins to track which users have 2FA enabled at the user level before it is turned on for the whole account by Vonage?
No. 2FA is enforced at an account level and not by the user. Once this is turned on for an account, any user not already enabled for SSO would need to configure a number for 2FA and sign in that way.

Can I use an international number for 2FA?
Yes. Many countries are now supported. For the list of currently supported countries, refer to Supported Countries.

What is your data retention / compliance policy for the storage of end user phone numbers used for 2FA?
The number used for 2FA is stored in our system but is not exposed to anyone after configuration. Numbers will not be used for any other purpose.

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