To switch from SMS-based 2FA to app-based 2FA on your Relay account, call our Customer Experience team from a desktop with your phone ready to scan a QR code.
What you need before you start
A phone number already registered on your Relay account
Desktop or laptop access to your Relay account in a web browser
A smartphone with a working camera
An authenticator app installed on your smartphone (Google Authenticator, Duo Mobile, or Authy)
What is two-factor authentication?
Two-factor authentication (2FA) is a second security check on top of your password that protects your Relay account and controls which third-party apps (like Plaid) can connect to it. Every Relay account uses SMS 2FA by default, which sends a one-time code to your registered phone number.
What is an authenticator app?
An authenticator app is a mobile app that generates temporary one-time passwords (OTPs) on your phone, typically a six-digit code that refreshes every 30 seconds. The app works offline once set up, so you can sign in without a cellular signal.
When should I switch to app-based 2FA?
App-based 2FA is a better fit if you travel internationally or your cellular service is unreliable, because SMS codes may not arrive on time (or at all) when you are outside your carrier's coverage. An authenticator app does not depend on your cellular network to deliver the code.
How do I switch from SMS to app-based 2FA?
Contact the Relay Customer Experience team by phone. The switch cannot be completed on your own inside the app or online; a Customer Experience agent walks you through the QR-code setup on the call.
Steps:
Install an authenticator app on your smartphone (Google Authenticator, Duo Mobile, or Authy). Download links: Google Authenticator on the App Store, Google Authenticator on Google Play, Duo Mobile on the App Store, Duo Mobile on Google Play, Authy on the App Store, Authy on Google Play.
Sign in to your Relay account on a desktop or laptop browser. The switch cannot be completed from the mobile app.
Call the Relay Customer Experience team and ask to switch your 2FA method from SMS to app-based.
When the agent triggers the switch, a QR code appears on your desktop screen. Open your authenticator app, choose the option to add a new account by scanning a code, and scan the QR code on the screen.
Enter the current six-digit code from your authenticator app into your Relay account to confirm the switch is complete.
Once you confirm, every future sign-in and sensitive action prompts you for the current code from your authenticator app instead of an SMS text.
Which authenticator app should I use?
Any of the three widely-used authenticator apps below will work with your Relay account. Pick the one that best fits how you already secure your other accounts:
Google Authenticator — free, works offline, available on iOS and Android.
Duo Mobile — free, supports push notifications, available on iOS and Android.
Authy — free, offers encrypted cloud backup so you can restore codes on a new device, available on iOS and Android.
Common issues
The six-digit code is rejected as invalid. The code refreshes every 30 seconds. Wait for the next code to appear in the authenticator app, then enter it before it changes again.
The QR code will not scan. Check that your phone camera has permission to access the authenticator app and that the desktop screen is bright enough. Most authenticator apps also let you enter the setup key manually as a fallback.
You get a new phone before you migrate the codes. Contact Customer Experience to reset your 2FA. Authy also supports encrypted cloud backup, which restores your codes on a new device if you enabled backup on the previous phone.
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If this article did not fully answer your question, our Customer Experience team is here to help.