For: Prommt account administrators and team members experiencing 2FA login issues.
Overview
Prommt uses Google Authenticator for two-factor authentication (2FA). When 2FA is enabled on your account, users are required to enter a 6-digit code from the Google Authenticator app each time they log in — in addition to their password.
There are three common 2FA issues:
A user has lost access to their authenticator app
A user isn't being prompted for 2FA when they log in
A user is being prompted for 2FA but hasn't set it up yet
Scenario 1 — Lost access to Google Authenticator
Cause: The user has lost, replaced, or reset their phone and no longer has access to the Google Authenticator app that was linked to their Prommt account.
What to do:
The user will be unable to log in until their 2FA is reset. This must be done by Prommt Support — it cannot be self-served.
Contact Prommt Support via the chat button in your dashboard — if you can't log in, contact us directly at support@prommt.com
Provide the affected user's name and email address
Prommt Support will reset the 2FA on their account
On their next login attempt, the user will be shown a new QR code to scan with Google Authenticator — this re-links the app to their account
From that point, they log in using the new 6-digit code from the app as normal
Tip: Before this happens to your team, make sure users know to set up Google Authenticator on a backup device or use Google's account recovery options if available on their device.
Scenario 2 — User isn't being prompted for 2FA
Cause: The 2FA setting may only be enabled for one user role — for example, Administrators only — and the user logging in has a different role.
What to do:
Go to Settings → Security in your Prommt dashboard
Check which settings are enabled:
Require 2FA for all Administrators — only Admin-role users are prompted
Require 2FA for all Staff — only Staff-role users are prompted
Confirm the affected user's role under your account's user management settings
If their role doesn't match the enabled setting, either update the security settings to include their role or adjust their user role as appropriate
Scenario 3 — User is being prompted but hasn't set up Google Authenticator yet
Cause: 2FA has been enabled on the account and the user is logging in for the first time since it was switched on. They haven't yet linked Google Authenticator to their account.
What to do:
The user will be shown a QR code on their login screen
They need to download Google Authenticator from the App Store (iPhone) or Google Play Store (Android) if they haven't already
Open the app, tap Add a code, and scan the QR code shown on the Prommt login screen
The app will generate a 6-digit code — enter this on the login screen to complete setup
From that point on, they enter the current 6-digit code from the app each time they log in
Each user must set up their own authenticator independently — it cannot be done on their behalf.
What success looks like
The user logs in successfully, is prompted for their 6-digit Google Authenticator code, enters it correctly, and accesses their Prommt dashboard. On subsequent logins the process repeats — password first, then the current code from the app.
Troubleshooting
The 6-digit code isn't being accepted even though the user has Google Authenticator set up. Google Authenticator codes are time-sensitive and change every 30 seconds. If the code is entered just as it expires, it may be rejected. Ask the user to wait for the next code to generate and try again. Also confirm the time on their device is set to automatic — a device clock that's out of sync can cause codes to fail.
A user has been locked out and we can't reach Prommt Support immediately. If the locked-out user is not the only Administrator on the account, another Administrator can continue operating normally while the issue is resolved. If the locked-out user is the sole Administrator, contact Prommt Support as a priority — reference this as an urgent access issue.
We've just enabled 2FA and now multiple users can't log in. This is expected if users haven't set up Google Authenticator yet — they'll each be shown a QR code on their next login. Communicate to your team in advance before enabling 2FA so they're prepared to set up the app.
A user set up 2FA on a work phone that has since been reassigned. The 2FA is linked to the app on that specific device. If the user no longer has access to the phone, treat this as a lost access scenario — contact Prommt Support to reset their 2FA.