Multi-factor Authentication Guide

In order to increase the security of your Candor profile, we now require Multi-Factor Authentication (MFA), sometimes called Two-Factor Authentication (2FA). MFA works by generating a time-sensitive code on your phone via an authenticator app, which you enter when prompted while logging in. The code refreshes every 30 seconds, and a new code is required each time you sign in.

For most people, setting up MFA is quick and works smoothly by simply following the prompts in the app. However, if something doesn’t go as expected, for example, if a code doesn’t work or setup is interrupted, the steps below will help you troubleshoot common issues and get back into your account.

How to set up Multi-Factor Authentication

1. MFA uses an authentication app on your phone to verify your sign in. You will need to download an app to use if you don't already have one. To do this, head to your app store or play store on your phone, and search for either the Microsoft Authenticator or Google Authenticator app.
2. Once you have an Authenticator app installed, head to the Candor website and log in using your email and password.  
3. When prompted to set up MFA, click the 'Get Started' button.
4. If you have logged in on your computer, you should be able to scan the QR code via your Authentication app to set up the authentication.  
5. If you are logging in on your phone, you will just need to click the 'Show Manual Entry' button. Doing so will bring up a code to use, which will be a string of numbers and letters.  
6. Copy the code using the button to the right of the code.  
7. Open your authenticator app and continue with the appropriate steps below:
   • Google Authenticator
     
     • Click the plus button in the bottom right of the screen,  and select 'Enter a Setup Key'.
     • The 'Code Name' can be put as whatever you like, something like 'Candor Medical' would be suitable.
     • Paste the code that was copied from the Candor site into the field marked 'Your Key'
     • 'Type of Key' should automatically be set to Time Based. If it is not, please change this option to Time Based.
     • Click the add button.
   • Microsoft Authenticator
     
     • Click the blue button in the bottom right of the screen.
     • The app will load a camera page to scan a QR code, ignore this, and click the button labelled 'Enter Code Manually' down the bottom of the screen.
     • Select 'Other Account' from the option presented.
     • 'Account Name' can be whatever you like, something like 'Candor Medical' would be suitable.
     • Paste the code that was copied from Candor into the 'Secret Key' field, and click Finish.
8. Your Authenticator app should now show a 6 digit code, which refreshes every 30 seconds or so. It is this code that you will need to enter when asked for a 'Verification Code' by Candor.
9. Head back to the Candor site, and log in as normal. When prompted to enter a verification code, enter the current code from your Authenticator App. Keep in mind that you will need to enter the current code or it will not allow you to log in. We recommend waiting for the code to reset to allow yourself the maximum time to head to the Candor website and enter it in.

If you're still experiencing issues, please email our support team at support@candor.org for assistance.

For security reasons, we may need to verify your identity before restoring access to your account.