Two-factor authentication (2FA) adds an extra layer of security to the login process to enhance the protection of your Social Media Management account. Please note that 2FA is now required for all Brandwatch user accounts. In this article, find out more about two-factor authentication and how to adjust your 2FA settings in Social Media Management.

What is two-factor authentication (2FA)?

Two-factor authentication (2FA) is enhanced security feature that requires you to use an additional method of identification to access an account, such as your Social Media Management account. In addition to your password, you’ll need to enter a code from an authenticator app on your phone when logging in. We require the use of two-factor authentication so your account has an additional level of security during the authentication process to protect your account and your data.

Setting up 2FA for the first time

If you are a new Brandwatch user, you will set up your account's 2FA when creating your Brandwatch account. Please see our article on setting up your account for full account creation steps.

If you are an existing user and your account requires 2FA setup, you will be met with the 2FA setup screen during your next login into the platform.

Before you start

We recommend being aware of the following before you begin 2FA setup:

• You will need an authenticator app such as Google Authenticator installed on your mobile device. Brandwatch supports any Time-based One-Time Password (TOTP) authenticator app, including Google Authenticator, Microsoft Authenticator, Authy, Duo Mobile, FreeOTP, Bitwarden, and Okta Verify.
• Plan for several minutes of uninterrupted time to complete 2FA setup. 2FA authentication is time-sensitive because your authenticator app will generate codes that refresh after 30 seconds. You must input the correct code into Brandwatch before it refreshes, or you will need to restart setup from the beginning.
• If you are currently sharing a Brandwatch login with multiple users, we highly recommend that you create individual Brandwatch user accounts for each member of your team. Shared logins are insecure and 2FA authentication is optimal when each user has their own account and verifies their 2FA with their own mobile device. Shared logins may also lead to issues with your organization’s channel connections in the long term.

During 2FA setup

1. During 2FA setup at login, step 1 will direct you to download an authenticator app, e.g. Google authenticator, to your device, if you haven't already.
   
2. Open the authenticator app on your phone and tap the + icon or equivalent to set up a new code. On Google authenticator, you'll select the + icon > Scan a QR code in the lower-right corner of the app.
   
3. When the camera function opens in your app, scan the QR code that Brandwatch provides you in step 2 of setup. (Please note that the below QR code is pixelated as an example; Brandwatch will provide you your own unique QR code to scan at setup.)
   
4. After scanning the QR code with your mobile device, the authenticator app will provide you a unique numerical code to enter into step 3 of Brandwatch's 2FA setup. (Please note that the code below is pixelated as an example; your authenticator app will provide you your own unique code to enter). Enter your unique numerical code into your Brandwatch 2FA setup (step 3) to proceed.
   
   Code generates in your authenticator app:
   
   Enter code in Brandwatch:
   
   

   Note:

   Authenticator apps provide security by generating time-based, one-time passcodes (TOTP) that refresh every 30 seconds. Please be sure to enter your passcode into Brandwatch before it refreshes. When your code is about to expire and refreshed with a new code, you will see it turn red in the authenticator app. (Please note that the code below is pixelated as an example; your authenticator app will provide you your own unique code to enter).
   

   Warning:

   Please be aware that after five failed attempts of entering the authentication code, you will be temporarily suspended from completing 2FA for security reasons.

After you complete your 2FA setup, you'll be logged in and redirected to your Brandwatch account.

Logging in with 2FA

After you've completed setup, you’ll be required to enter your 2FA authentication code from your mobile device each time you log into your Brandwatch account going forward.

There are three available login methods in Social Media Management:

• Password
• Social login (Google, Facebook, X (Twitter), or LinkedIn)
• Single sign-on (SSO)

Visit our Logging into Brandwatch article for an explanation of each authentication method. When you enroll in two-factor authentication, it will be required as an additional authentication step only when you log in using your password or social login.

When you have successfully entered your Social Media Management login, you will next be directed to a two-factor authentication screen to provide a code from your authenticator app.

Open your authentication app on your device (whichever app you used to set up two-factor authentication). Enter the code the app generates and then click Continue. If the numbers are correct as per your authentication app, you will be redirected to your account.

Resetting your account's 2FA

You can reset your two-factor authentication via your profile details anytime you are logged into Social Media Management.

1. From Social Media Management’s left-hand navigation sidebar, select the Manage profile icon > Profile details.

   Note:

   If you have access to both Social Media Management and Consumer Research, you will see the option to go to your profile details for either.

2. Click the Security tab.
3. You will see that two-factor authentication is enabled for your account. If you would like to reset your two-factor authentication, click Revoke access next to your connected device.
4.  When the screen refreshes, scan the provided QR code displayed in the Two-Factor Authentication menu using your authenticator app.
5. Your authentication app will provide a one-time code. In Social Media Management, enter the one-time code below the displayed QR code. Click Save.

Once verified, Social Media Management will display a notification that your two-factor authentication is active.

Once you have successfully set up two-factor authentication, you will be required to provide a verification code from your authenticator app every time you log into Social Media Management.

FAQs and troubleshooting

Please see our dedicated Two-Factor Authentication (2FA) Troubleshooting article for common issues and questions.