What is two-factor authentication?

Two-factor authentication just means there are two steps to log in to the app. This provides an extra layer of security. The two factors (or layers of security) will be:

  • Your email and password

AND

  • A code generated by an authenticator app


How to set up two-factor authentication

If your child's setting requires that you use two-factor authentication to log in to the app, you will need to set this up on your device.

  • First, you will need an authenticator app, such as Google Authenticator for Apple devices or Android devices. This is free to download and use.

  • Once you have your authenticator downloaded you can move onto the below

It is easier to complete the next part of this process on a desktop or laptop computer, alongside the device you want to use for two-factor authentication (such as a tablet or mobile phone). To do this:

  • Log into Famly on the desktop or laptop, using the browser

  • Head to your profile menu, indicated by your photo in the top, right-hand corner

  • Click on this and select 'My account' from the drop-down menu

  • Select 'Password and Pin'

  • Click on 'Set up two-factor authentication' (as below).
    N:B: If your setting has not enabled two-factor authentication this option will not appear for you.

  • A new window will open (as below) with a QR code for you to scan.

  • Open the camera on your device and hold it over the screen so the camera can 'see' the code.

  • Your device should recognise the QR code and a notification will appear, as shown below on an apple device

  • Click on the notification, which will then open your authenticator app

  • Your authenticator app will show you a code, which you need to enter in the box labelled 'Enter authentication code' (as below)
    N.B. these codes update frequently, so you'll need to be quick to enter it!

  • Click on 'Activate two-factor authentication'

Disable two-factor authentication

To disable two-factor authentication, you'll need to:

  • Log into Famly

  • Head to your profile menu, indicated by your photo in the top, right-hand corner

  • Click on this and select 'My account' from the drop-down menu

  • Select 'Password and Pin'

  • Click on 'Disable up two-factor authentication'

  • Enter your password in the box, as prompted

  • Click again on 'Disable two-factor authentication' (as below).


What to do if you can no longer access your two-factor authenticator

If you have set up two-factor authentication and need to log in to the app with a new device, you must use your authenticator app, or the code sent to you. If you cannot access this, you will not be able to log in to your account.

If you cannot access your two-factor authentication, you have two options:

  • If they you access to the Famly app on another device, you can simply log in and disable the two-factor authentication from there. You can then log in with the new device and set up two-factor authentication again afterwards.

  • Email support@famly.co, from the email address associated with your Famly account, to manually have your account reset by one of the customer support team.

Did this answer your question?