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How to Manage Dialpad Multi-Factor Authentication (MFA) Settings

Published 26 September 2025

 

Overview

Security matters. Multi-Factor Authentication (MFA) adds an extra layer of protection to your Dialpad account by requiring a one-time code (OTP) in addition to your email and password. This greatly reduces the risk of fraud or compromised accounts.

 

With Dialpad MFA, the process is simple — you’ll receive a verification code sent directly to your email (or SMS if enabled), and once entered, you’ll be able to log in securely.

 

💡 Why this matters: MFA keeps your business communication safe while giving you peace of mind that your account is protected even if your password is compromised.

 

Who Can Use MFA

  • MFA is mandatory for all Dialpad users who are not using SAML or SSO integrations.

  • Supported on desktop, web, and mobile apps (Android & iOS).

  • Mobile app versions required:

    • iOS: 30.0.0 or later

    • Android: 27.0.0.5 or later

 

Your MFA Guide

1. How MFA Works

2. Logging in with MFA

3. Adding an MFA Exception (Admins Only)

4. Removing an MFA Exception

5. Unlocking a User (Admins Only)

 

1. How MFA Works

  • When MFA is enabled, every time you log in with your email and password, Dialpad sends a one-time code (OTP) to your email.

  • Enter the OTP to complete login.

  • OTPs expire after 10 minutes.

 

🔐 Tip: No extra setup is needed. MFA uses the email already associated with your Dialpad account.

 

2. Logging in with MFA

  • Enter your Dialpad email and password.

  • Check your email (or SMS if enabled) for a verification code.

  • Enter the code into Dialpad.

  • Once verified, you’ll be logged in

 

3. Adding an MFA Exception (Admins Only)

Some users may need to bypass MFA (e.g., they cannot access their email). Admins can create exceptions:

  • Go to Company Settings.

  • Select Authentication > MFA.

  • Navigate to Exception List.

  • Select Add User.

  • Enter the user’s name and select Save Changes.

 

 

4. Removing an MFA Exception

  • Go to Company Settings > Authentication > MFA.

  • Under the Exception List, find the user.

  • Select Remove beside their name.

 

5. Unlocking a User (Admins Only)

If a user is locked out after too many incorrect attempts:

  • Go to the Admin Portal > Office Settings.

  • Select Users.

  • Find the user and select Options > Admin > Unlock account access.

 

FAQs

1. What if I enter the wrong code?

  • You have 4 chances to enter it.

  • After 5 incorrect attempts, your account will be locked for 20 minutes.

 

2. Can I use SMS instead of email?

  • Yes, MFA can be configured to use SMS codes.

 

3. Can I change the email that receives the code?

  • No. MFA codes are always sent to the primary email on your Dialpad account.

 

4. What is my email provider has an outage?

  • You can switch to SMS MFA by disabling company-wide email MFA in your settings.

 

5. I didn't get the verification email. What should I do?

  • Check your spam/junk folder.

  • If still missing, contact Untangled Support for help.

 

Still having problems?

Call or text our support team on 0480 006 410, alternatively you can raise a ticket or email to support@untangled.com.au