⚠️ IMPORTANT PRODUCT NOTICE: This article is EXCLUSIVELY about two-factor authentication (2FA/MFA) for user login on the Zenvia Customer Cloud platform (app.zenvia.com). If your question or reset request is about WhatsApp 2FA, please consult the corresponding WhatsApp article.
Enable two-factor authentication to ensure the security and protection of your Zenvia Customer Cloud account.
In this article, you will learn:
What is two-factor authentication on the platform and what is it for?
How to configure two-factor authentication (via authenticator app, SMS, or e-mail)
How to regain access or reset the authentication method (Zenvia App 2FA Reset)
What is two-factor authentication and what is it for?
Two-factor authentication is a security method that verifies identity before allowing users access to an account. Verification occurs in two steps: first, you enter your login password; then, you use a second security factor. In Zenvia Customer Cloud, this can be done through an authenticator app, SMS, or email. Both options generate a unique code that you enter when logging into app.zenvia.com.
Adding an extra layer of security:
Reduces significantly the risk of account takeovers or phishing by making unauthorized access more difficult for attackers;
Protects against unauthorized access, since even if your password is compromised, the attacker will need the second factor to access your account on the platform.
How to configure two-factor authentication
To enable two-factor authentication for your Zenvia Customer Cloud user:
Log in to app.zenvia.com using your account information;
On the home page, click on your profile picture, located in the upper right corner of the screen, and then on the Go to my account option;
Access the Security tab:
To enable, toggle the Two-factor authentication button, read the instructions on the screen, and click Activate.
If you already have an active authentication method, the button will appear disabled.
You will be redirected to the platform's login screen and must log in to your account again;
Select the desired authentication method: Authenticator (Google or similar) or SMS.
Activate via authenticator app
To ensure additional security when accessing Zenvia Customer Cloud, you can use an authenticator app to generate verification codes (e.g., Google Authenticator, Authy, Microsoft Authenticator).
On your mobile phone, download and open your chosen authenticator app;
In the app, add a new account by selecting the option to scan a QR code;
On the Zenvia Customer Cloud screen, scan the displayed QR code using your phone's camera;
Enter the verification code generated by the app in the indicated field on the platform;
Click Continue to complete the activation process.
⚠️ Attention: Do not delete the used application from your device, as the code may be requested every 14 days for additional security, upon IP changes, or when modifying the account's administrator user. We recommend using apps as they work offline and are more stable than SMS.
Activate via SMS
Select the SMS option during the Zenvia Customer Cloud setup;
Choose the country code (DDI), add your phone number (including area code), and click Continue;
You will receive a six-digit code via text message (SMS) on the provided mobile phone;
Enter the received code in the indicated field and click Continue.
⚠️ Attention for SMS authentication:
The phone number must be unique (it cannot be used by another user or in another Zenvia Customer Cloud account, even within the same organization).
It is not possible to centralize the authentication of multiple platform users on a single number.
Alternative authentication by email
If you are having trouble authenticating your Zenvia Customer Cloud account via an app or SMS, you can use email for subsequent logins. Note: For the first access to the software, it is mandatory to activate the authenticator app or SMS. Email can only be used as an alternative for subsequent access.
Log in to app.zenvia.com using your email and password;
On the identity verification screen, select Try another method;
Choose the Email option. You will receive a 6-digit code in your inbox;
Enter the received code in the indicated field to complete the login on the platform.
How to reset login 2FA on the Zenvia Customer Cloud platform (Reset MFA)
If you lost your device, changed your number, or are not receiving the authentication code to access the platform, you will need to reset your Zenvia Customer Cloud 2FA. (Note: This procedure does not apply to WhatsApp 2FA. For WhatsApp issues, search for specific API/Product articles).
For security reasons, it is not allowed to keep a Zenvia Customer Cloud account without 2FA. After the reset, you will be required to configure a new method on your next login to app.zenvia.com. Follow one of the options below:
Option 1: Self-management via Platform Administrator (Fastest method)
If there is another user with an Administrator profile in your organization within Zenvia Customer Cloud, they can instantly release your access. Ask the Administrator to follow these steps on the platform:
Access Settings > Organization > Users;
Locate your user in the list and click Edit;
Select the Reset Authenticator (Reset MFA) option. After that, simply log in again at app.zenvia.com and configure your 2FA from scratch.
Option 2: Request via Support (For Sole Administrators of Zenvia Customer Cloud)
If you are the sole administrator of the account, do not have contact with the current administrator, or Option 1 is not available, the platform's 2FA reset will need to be done manually by Zenvia's technical team.
The account holder must request the Zenvia Customer Cloud access reset directly in the chat with Instant Support (Zenvia's virtual assistant).
The virtual assistant will open a technical ticket for security validation and manual release of your access to the platform. Make sure to make the request using the exact email registered as a user.