Two-Factor Authentication

What is Two-Factor Authentication?

Two-Factor Authentication (TFA), also known as 2-Step Verification, is a compulsory AdRoll account setting that adds an additional layer of security in addition to your password to help protect against unauthorized account access. You will need to retrieve a six-digit verification code from your phone every time you log in to your account. You have the option to configure Two Factor Authentication through SMS, an authentication app, or through an email message.

If you need assistance setting up Two Factor Authentication for your AdRoll account or need help logging in, contact the AdRoll Customer Support team.

Setting up Two-Factor Authentication for new customers

When you log in to AdRoll for the first time you will be prompted to set up Two-Factor Authentication. This step is compulsory to help protect your account against unauthorized account access, unless you log in to AdRoll via SSO.

Choose and configure at least one verification method:

• Mobile app verification - use an authentication app installed on your phone, such as Google Authenticator or Authy. You will be prompted to enter a unique code from this app.
• Email message verification - You will be prompted to enter a unique code sent via email to your verified address.
• Text message verification - You will be prompted to enter a unique code sent via SMS to your phone.

Set Up an Authentication App for Two-Factor Authentication

• Download an authentication app. We recommend Google Authenticator or Authy
• Set up a new account within the app
• While setting up your AdRoll account, you’ll see a prompt to enable TFA. Click Mobile App Verification

• Scan the barcode displayed on your AdRoll account
• Enter the verification code that is displayed in the app

• Click Confirm
• On the next screen, click Continue to Account

Set Up Email Verification for Two-Factor Authentication

• Select Email Verification

• Select Activate Email as TFA

• Enter the verification code you receive in your inbox while logging in

• • If you also have SMS TFA enabled, the email will take priority unless you request SMS instead.

  • The code is valid for 5 minutes

  • There’s a 15-second limit between code requests

  • Multiple codes work simultaneously until they expire

Set Up SMS for Two-Factor Authentication

• While setting up your AdRoll account, you’ll see a prompt to enable TFA. Click Text Message Verification

• Choose the Country Code, enter your Phone Number, and click Register your number.

• Enter the verification code you receive on your phone through a text message
  • A verification code can be sent once every 60 seconds. If you do not receive the code, please contact the AdRoll Customer Support team.
• On the next screen click Continue to Account

Troubleshooting

If you have trouble logging into your account with two-factor authentication, check these common issues:

• Incorrect Verification Code: check that the verification code you’ve entered matches the code you received through SMS or via your authentication app.
• Incorrect Phone Number: check that you haven’t entered your phone number incorrectly, including wrong country codes or missing digits, which can prevent the SMS from being delivered. See list of supported country codes below.
• Expired or Changed Phone Number: if your phone number is expired or no longer in service, you will not receive the SMS.
• SMS Rate Limit Exceeded: this error may appear if you try to send another code within 60 seconds after sending the first one. Wait for the timer to reset and try again.
• Expired Tokens/Codes: check that the token hasn’t expired or become invalid. If it has, you will need to generate a new code by resending the verification code or refreshing your app.
• Device-specific issues: If your phone is set to “Do Not Disturb” or Airplane Mode, you may not receive the SMS or be able to load verification codes in your authentication app. Additionally, check that your device is compatible with the app you’re using.
• Connectivity Issues: In some cases, the issue can be with the mobile network. Delays or failures can occur due to network congestion, poor signal strength, or outages within the mobile provider's service.
• App Updates: check that your authentication app is up to date.
• Carrier Filtering: In some cases, mobile carriers employ filters to prevent spam, which can sometimes mistakenly block legitimate messages from reaching you. You’ll need to reach out to your carrier to resolve this.

Supported Country Codes

If the issues you encounter persist, don’t hesitate to contact the AdRoll Customer Support team.

Account Recovery with Two-Factor Authentication

If you lose access to your Two Factor Authentication method and you can’t access your account please contact the AdRoll Customer Support team to recover access to your account.

To make this process as easy as possible, please send an email using the email address associated with the accounts you need to recover.

Updating your Two-Factor Authentication settings

Open this page or navigate to Settings > Password and Security to change or update your Two Factor Authentication method.