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Novaz AuthenticatorGET

Freshworks 2FA: how to set up an authenticator app

By the Novaz team · Updated October 29, 2026
Novaz steps checked against version 1.0.5

On this page
  1. Is 2FA optional for you?
  2. Turn on 2FA with an authenticator app
  3. Keep the recovery codes
  4. When you'll need a code
  5. If Freshworks rejects your code
  6. Changing phones
  7. If you lose your authenticator
  8. Turning 2FA off
  9. Official Freshworks help

Your Freshworks account is the one sign-in for Freshworks products, and two-factor authentication (2FA) on it applies to all of them (Freshworks). The account lives at your organization's own address, such as yourcompany.myfreshworks.com (Freshworks). With 2FA on, a 6-digit code from an authenticator app follows your password.

Two things are worth knowing up front. 2FA only covers password sign-in: if you come in through your company's SSO or with Google, the Freshworks code doesn't apply (Freshworks). And depending on your role, it may not be optional. This guide uses Authenticator App - Novaz on iPhone, but any authenticator app works the same way.

How we checked this guide: the Freshworks steps come from Freshworks' own help center, including the screenshots in its articles, which we read on October 20, 2026. We haven't tested them on a Freshworks account, so a label may differ slightly, and several articles were last updated in 2023. The Novaz steps are checked against the app, version 1.0.5.

Is 2FA optional for you?

  • Organization admins on a paid plan: no. The requirement starts when the organization upgrades, and "this requirement cannot be turned off for paid organizations" (Freshworks). You choose an authenticator app, which Freshworks recommends, or codes by email.
  • Users whose admin mandates it: no. Admins can require 2FA for everyone, for admins only, or for chosen users, under Security > Default Login Methods in the Neo Admin Center. You then get an email with a setup link, and you can't turn 2FA off yourself (Freshworks).
  • Everyone else: it's up to you.

Turn on 2FA with an authenticator app

From your profile, Freshworks describes these steps (Freshworks):

  1. Sign in at your organization URL. In your dashboard or the Freshworks Switcher pane, click Edit Profile.
  2. Open the Security tab. Next to Two-Factor Authentication, which reads Inactive, click Enable.
  3. A QR code appears. In Novaz, tap +, then Scan QR code. If the code is on your iPhone's own screen, screenshot it and use Choose a photo (how that works).
  4. If scanning fails, click Can't scan the QR code? to see a secret key. In Novaz, tap +, then Enter key manually, and paste it as the Setup key (about setup keys).
  5. Type the 6-digit code from Novaz into Verification code and click Verify code and continue.
  6. Your Recovery codes appear. Use Download or Copy, then click Finish Setup.

Freshworks doesn't say how long its key is or how often its codes change, so scanning is the safer choice: the QR code passes those settings to the app.

If 2FA is compulsory for you, the same setup appears right after your password, on a screen titled Enter two-factor authentication, where the button is Enable (Freshworks). The link for email codes reads Try another way to authenticate in Freshworks' screenshot and Try another way to authorize in its text, so the wording may vary.

Keep the recovery codes

Each recovery code works once (Freshworks). Without a Novaz iCloud backup or backup file, its keys exist only on your iPhone, so these codes are your way in if that phone is lost. Keep them somewhere the phone isn't, such as a password manager or a printout. More in 2FA backup codes.

When you'll need a code

Every password sign-in asks for one (Freshworks). On a computer you trust, the sign-in screen offers Don't ask 2FA code on this computer for the next 30 days (Freshworks).

If Freshworks rejects your code

Freshworks' help says nothing about rejected codes. Check the iPhone's clock first: Settings > General > Date & Time > Set Automatically. Novaz warns you when the clock is 15 seconds or more off. Other causes are in Authenticator code not working?

Changing phones

Freshworks doesn't describe a phone switch. If you have a Novaz iCloud backup or backup file, restore your accounts on the new iPhone and the codes keep working (see moving to a new iPhone). Without one, if 2FA is optional for you, keep the old phone until you've clicked Disable on the Security tab, then Enable again to scan a new QR code with the new phone. If it's mandated, you can't disable it, so ask your organization admin for the reset below.

If you lose your authenticator

  1. On the Enter Two-Factor Authentication code screen, click Unable to access your authentication code? and enter a recovery code (Freshworks).
  2. Out of codes? Click Request recovery code from the organization admin. Your admin gets an email and clicks Send Recovery Code, and a one-time code arrives in your inbox (Freshworks).
  3. Or your admin goes to Neo Admin Center > Users, finds you, and clicks Disable 2FA on the Security tab. If 2FA is mandated, you set it up again at your next sign-in (Freshworks).

Each route runs through your organization's admin. Freshworks doesn't say what proof the admin should ask for, how long it takes, or what happens if you're the only admin; for anything else, its articles point to support@freshworks.com. See also Lost the phone with your authenticator app?

Turning 2FA off

Click Disable under Two-Factor Authentication on the Security tab (Freshworks). That isn't possible when 2FA is mandated for you or you're an admin on a paid plan. Afterwards, open the entry in Novaz and tap Remove account.

Official Freshworks help

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