IT Glue 2FA: how to set up an authenticator app

IT Glue is the documentation tool in Kaseya's product line where IT teams keep their clients' passwords, configurations and documents (IT Glue). Because one login can open a lot of client credentials, IT Glue strongly recommends multi-factor authentication (MFA) for Managers and Administrators (IT Glue). The second factor it documents for its own login is a code from an authenticator app (IT Glue). This guide uses Authenticator App - Novaz on iPhone, but any authenticator app works the same way.

How we checked this guide: the IT Glue steps come from IT Glue's own help pages on Kaseya's help site, including their screenshots, linked below, which we read on October 20, 2026. We haven't tested them on an IT Glue account, so a label may differ slightly, and some screenshots are several years old. The Novaz steps are checked against the app, version 1.0.5.

Is it required?

• An Administrator can enforce MFA for every user. You're then made to set it up at your next login and can't turn it off (IT Glue).
• IT Glue announced enforcement for all accounts in October 2022. Integrations that sign in as a regular user without MFA, rather than as an API user, stop working until that's fixed (IT Glue).
• New Kaseya 365 accounts set up MFA while creating the IT Glue login, in a window called Help keep your account protected (IT Glue).

SSO and KaseyaOne

If your company uses SSO, signing in at yoursubdomain.itglue.com goes through your identity provider, and IT Glue skips its own code after your first setup. IT Glue asks for the code when you sign in directly at app.itglue.com (or app.eu.itglue.com, app.au.itglue.com), which is also the way in when SSO is down (IT Glue). So keep it working even if you rarely see it.

Since September 10, 2026, Log In with KaseyaOne is on by default for new IT Glue accounts (IT Glue). That sends you to KaseyaOne, which asks for its own verification code (IT Glue). This guide covers IT Glue's own MFA.

Turn on 2FA with an authenticator app

Use the web app. If the IT Glue mobile app won't sign you in after enforcement, IT Glue says to set up MFA on the web first (IT Glue). The steps (IT Glue):

1. Click your name in the top-right corner and choose My Settings.
2. Under MFA Settings, click Enable MFA.
3. The Multi-Factor Authentication (MFA) dialog shows a QR code. In Novaz, tap +, then Scan QR code. If the code is on the same iPhone, take a screenshot and use Choose a photo. See scanning a QR code on the same iPhone.
4. Can't scan it? Click Show secret key for manual configuration. In Novaz, tap +, then Enter key manually, and type it as the Setup key. See What is a 2FA setup key?
5. Type the code from Novaz into Verify MFA Code, without spaces, and click Save.

IT Glue doesn't say how many digits its login codes have or how often they change, so scan the QR code if you can: it carries those settings. A typed key always gets 6 digits every 30 seconds. If setup fails, IT Glue suggests checking the phone's time, trying the secret key instead, and restarting the phone.

Save your one recovery code

There's no list of backup codes. After setup you're back on your profile, which the help calls Edit Profile, where you generate a single recovery code (IT Glue). An older screenshot labels the link Click here to generate a new one-time MFA recovery token.

• The code works once, and making a new one cancels the old one.
• Using it doesn't turn MFA off. Generate a new code before you sign out again, or you won't get back in (IT Glue).

If you lose the phone and have no Novaz backup, this code is your way back in. Store it in a password manager or on paper. IT Glue can hold authenticator secrets for client passwords (IT Glue), but its help doesn't mention storing your own IT Glue key or recovery code there. Don't: if you're locked out, you can't reach it. See 2FA backup codes.

When IT Glue asks for a code

Every sign-in with your email and password, in the MFA Code field. Switching between IT Glue accounts also makes you authenticate at least once (IT Glue). The mobile app asks too (IT Glue).

If IT Glue rejects your code

IT Glue points to the phone's clock. On iPhone, open Settings > General > Date & Time, turn Set Automatically off, wait a few seconds, and turn it back on (IT Glue). Novaz also warns you when the clock is 15 seconds or more off. Don't keep guessing: five failed logins lock the account until you follow an unlock email (IT Glue). More in Authenticator code not working?

Changing phones

Turn MFA off and on again in your profile, scan the new QR code with the new phone, and save a new recovery code (IT Glue). If MFA is enforced and you can't turn it off, ask an Administrator to reset it. Two phones can both work only if they scan the same QR code in one setup (IT Glue). If you back up Novaz (iCloud backup or a backup file), you can restore the entry on the new iPhone instead: see How to transfer your authenticator app to a new iPhone.

If you lose your authenticator

1. With the recovery code: enter it in MFA Code, then turn MFA off and on again with your new phone and save a new code (IT Glue).
2. Without it: another Administrator clicks the pencil icon next to your name in the user list, then Reset MFA on the Edit User screen. You set MFA up again at your next login. IT Glue's pages call that list Account > Users in one place and Admin > Users in another (IT Glue).
3. If you're the only Administrator: submit a Kaseya Helpdesk request saying so. Include the billing name and email, the last four digits and expiry date of the card on file, and the locked account's email address (IT Glue). IT Glue doesn't say how long it takes.

More in Lost the phone with your authenticator app?

Turning 2FA off

Under MFA Settings, click Disable MFA (a label from an older screenshot). It's only possible when your account doesn't enforce MFA (IT Glue).

Official IT Glue help

• Set up multi-factor authentication (MFA)
• Troubleshooting MFA login
• Recover a lost MFA code for an Administrator
• Enforcement of IT Glue MFA FAQs
• Log in and out of your account
• Setting up single sign-on (SSO) to IT Glue
• Kaseya 365 Ops: Getting started with IT Glue
• About roles and permissions
• Generating One-Time Passwords (OTP)
• Quick guide for the IT Glue Mobile App