Multi-factor authentication (MFA) asks for a one-time passcode from an authenticator app in addition to your password, so a stolen password isn't enough to get into your account.
Before you start: download an authenticator app to your phone from Google Play or the Apple App Store — Google Authenticator, Microsoft Authenticator, Authy, and 1Password all work.
Turn on multi-factor authentication
- Click your profile icon in the top-right corner.
- Click My Profile.
- Open the Security tab.
- Under Multi-factor authentication, click Enable Multi-Factor Authentication.
- Scan the QR code with the authenticator app on your phone.
- Enter the code your app generates in Authenticator Code.
- Click Enable.
From now on, Pipeline CRM asks for a passcode from your app each time you sign in.
Your codes are being rejected
This is almost always your device's clock. Authenticator codes are generated from the current time, so if your phone's time zone doesn't match, every code it produces is refused — even though the app looks like it's working normally.
- Open the date and time settings on your phone.
- Turn on the automatic date, time, and time zone settings so the device syncs with your network.
- Go back to your authenticator app and enter the new code.
Codes refresh every 30 seconds. If one is refused just as it changes, wait for the next code and use that instead.
Turn off multi-factor authentication
- Go to My Profile > Security.
- Under Multi-factor authentication, click Disable Multi-Factor Authentication.
Turning MFA off leaves your password as the only thing protecting your account.
Move MFA to a new phone or app
Getting a new phone, or switching authenticator apps? Reset it yourself while you can still sign in:
- Go to My Profile > Security.
- Click Disable Multi-Factor Authentication.
- Click Enable Multi-Factor Authentication.
- Scan the new QR code with the app on your new phone and enter the code it generates.
Do this before you wipe or hand over your old phone. Once you can't generate a passcode, you can't sign in to reach this page.
If you're locked out
Only you can turn MFA off on your own account — your admin can't clear it for you. If you've lost access to your authenticator app and can't get past the passcode prompt, contact support at customercare@pipelinecrm.com.
To change your password instead, see Change or Reset Your Pipeline CRM Password. For everything else on the Security tab, see Manage Your Profile Settings.
Need help? Contact support at customercare@pipelinecrm.com.