Keep your account secure

Where: Security at the top of the page, once you're signed in. Managers and counter staff both have it.

Turn on two-factor authentication

Two-factor authentication is optional, and recommended for managers. When it's on, signing in also needs a 6-digit code.

Turn on Require a code at sign-in. Codes are emailed to you. Then save your recovery codes: they're shown only once, and they get you in if you can't get a code. Copy them or select Download .txt, check I have saved these codes somewhere safe, and select Done.

To use an authenticator app instead of email:

1. Select Set up authenticator app and confirm your password.
2. Open an authenticator app such as Google Authenticator, 1Password, Authy or Microsoft Authenticator.
3. Scan the QR code, or enter the Setup key by hand.
4. Type the 6-digit code the app shows and select Verify and turn on.
5. Save your new recovery codes. Setting up the app replaces any codes you had. They are shown only once. Copy them or select Download .txt, check I have saved these codes somewhere safe, and select Done.

If you select Cancel while setting up the app, your codes are still emailed to you, but your recovery codes were already replaced: Forward Tab shows the new ones, so save those.

Each recovery code works once. When you're running low, select Generate new recovery codes, confirm your password and select Generate new codes. This replaces all of your old codes.

Shared counter tablets. For redeeming tickets, set the tablet up as a counter tablet: nobody signs in on it, so no one's account is left on a shared device. When people do sign in on a shared tablet (for example for the Print station), each person should use their own account, because two-factor codes go to their own email or phone. Sign out at the end of a shift; the tablet's pairing stays.

Signing in with a code

After you enter your email and password, Forward Tab asks for your code:

• Email codes: check your email and enter the 6-digit code within 5 minutes. If it hasn't arrived after a minute, select Resend code.
• Authenticator app: enter the code your app shows.
• Lost your phone, or can't get your email? Select Use a recovery code instead and enter one of your saved recovery codes.

One emailed code allows 5 tries; after that, select Resend code for a new one. After 5 wrong codes in a row, of any kind, sign-in is paused for 5 minutes: then sign in again.

Locked out or forgot your password?

Select Contact Support on the sign-in page and describe the problem (never include your password). Forward Tab support replies by email to help you get back in. Managers can also ask support to add or remove counter staff accounts.

If you can't get any code and have no recovery codes left, support can email you a one-time support code. On the sign-in page, select Sign in with a support code and enter it with your email and password. This turns two-factor authentication off so you can sign in; turn it back on afterwards from Security.