Help center Getting started Email Sign in with two-factor verification by email or SMS Updated Wednesday, October 28, 2026 · Marcel Gravelle Two-factor verification adds a code check to agent sign-in when your account requires it. The available email and SMS methods use the saved agent identity and contact details. This helps your team protect access to customer conversations, account history, and operational tools. At a glanceFor: agents signing in and administrators helping them. Applies to: Supportbench Core.Start here: Agent sign-in → Verify it’s you Before signing in · Complete verification · When a code does not arrive · Keep verification useful · Complete your first email verification · Recover access without sharing an account · Common sign-in problems Before signing in Your administrator controls the account’s Require two-factor authentication policy in Account Authentication. The requirement can also apply after a supported identity-provider sign-in. Ask the administrator to check the policy and your saved details if you cannot complete verification.Email delivery is available when your sign-in username is a valid email address; a separate profile email does not by itself make that method available. SMS requires an eligible saved mobile number. The screen offers the methods available for your account and agent record. Complete verification Sign in through your usual Supportbench agent sign-in route.At Verify it’s you, choose an available saved verification method. Select Send code by email or Send code by SMS as offered.Retrieve the code from the expected mailbox or phone. The code has six digits, is single-use, and expires after five minutes.Enter it in Verification code and choose Verify and sign in.Confirm the agent workspace opens for the intended account. If a trusted-browser option is offered, use it only on a device you control and under your organization’s policy. When a code does not arrive Check the saved method shown by the sign-in flow and the intended mailbox or phone. For email, check junk filtering and your organization’s mail handling.Use the available resend or method-selection action rather than repeatedly guessing a code. Use the newest valid code.If SMS delivery cannot be accepted and eligible email is available, the flow can fall back to email. If SMS does not arrive, also check the mailbox matching your sign-in username.Ask an administrator to correct saved identity/contact details through the normal account process if you no longer control the destination. Do not ask a colleague to share their code or account. Keep verification useful Enter the code only into the Supportbench sign-in flow you initiated. Support staff do not need your password or verification code in a case, chat, screenshot, or knowledge article. Use an individually assigned agent account so access and activity remain attributable.A verification code protects a particular sign-in challenge. It does not change your role or grant additional customer access. Your usual role, division, team, and record restrictions still apply after sign-in. Complete your first email verification Suppose your administrator has enabled the two-factor requirement and your sign-in username is your work email. Start at your normal Supportbench agent sign-in page and enter your own credentials. When Verify it’s you appears, choose Send code by email if offered.Leave that Supportbench page open. Open the mailbox matching the saved sign-in username, find the current message and copy the six-digit code. Return to the original Supportbench page, enter it in Verification code and choose Verify and sign in. You are not choosing an arbitrary destination email at this step; the saved eligible identity determines delivery.The code is single-use and expires after five minutes. If you request a new code, use the current challenge and newest code. A code from an earlier browser attempt can be rejected even if it looks recent. Once the workspace opens, confirm you are in the intended account before working with customer records. Recover access without sharing an account If neither email nor SMS is available, or you no longer control the saved destination, use your organization’s verified administrator recovery route. Give the administrator the Supportbench account, your username, the offered methods and the non-secret error. Never send your password or verification code in a support case.The administrator should review the saved identity/contact details and intended access. Creating a shared login or asking another agent for a code removes individual accountability and does not repair your record. If delivery is delayed, review the latest challenge and mailbox filtering before repeatedly requesting more codes. SMS failure can fall back to eligible email, so check the mailbox matching the sign-in username as well. Common sign-in problems ProblemWhat to checkEmail is not offeredCheck whether the sign-in username is an eligible email address; the separate profile email is not the deciding value.SMS is not offeredAsk the administrator to verify the saved mobile number and available delivery method.The code is rejectedCheck that it belongs to the current challenge, is the newest code, has not expired, and has not already been used.A provider login still asks for a codeThe account’s two-factor policy can require the extra verification after provider sign-in.You lost access to the saved destinationUse your organization’s administrator-assisted recovery process. Do not bypass the check by sharing another agent’s credentials. Continue learning Configure agent authenticationWork a case from first response to resolution Was this article helpful? Yes No Thank you for your feedback.