Setting Up MFA in ThreoAI

Overview

Multi-factor authentication (MFA), also called two-factor authentication (2FA), adds a second layer of security to your ThreoAI account. After entering your password during login, you are prompted to verify your identity with a one-time code before gaining access. This additional step helps protect your account even if your password is compromised, because an attacker would also need access to your email inbox or authenticator app to complete the login.

ThreoAI’s two-factor methods are:

• Email (shown as Codes sent by email) - a verification code is sent to your registered email address each time you log in. You enter this code on the login screen to complete authentication.
• App (shown as Using authenticator app) - a time-based one-time password (TOTP) is generated by an app on your phone, such as Google Authenticator, Microsoft Authenticator, or Authy. These codes refresh automatically every 30 seconds and do not require internet access on your phone.

Which of these you are offered is set by your organization, so your list may be shorter than the full set.

Both methods provide strong account protection. Email is simpler to set up because it requires no additional software, while the authenticator app is generally considered more secure and works even when you do not have access to your email.

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Setting Up MFA for the First Time

You choose a method during account setup, on the same form where you set your password. The control is the MFA Method dropdown, and its entries read as a short name followed by a description.

Email

1. Select Email: Codes sent by email in the MFA Method dropdown.
2. That is the whole setup step - there is nothing to verify here. Finish the rest of the form and select Complete Setup.
3. The first code is emailed to you the next time you sign in, and on every login after that.

Tip: Email verification codes are time-sensitive. If more than a few minutes have passed since the code was sent, it may have expired. Start the login again to trigger a new one.

Authenticator App

1. Select App: Using authenticator app in the MFA Method dropdown. An App pairing button and a One time password field appear beneath it.
2. Select App pairing. A dialog headed Authenticator pairing opens with a QR code. That QR code carries the secret key that links your ThreoAI account to your authenticator app.
3. Open your authenticator app (Google Authenticator, Microsoft Authenticator, Authy, or any TOTP-compatible app) and scan the QR code.
4. Your app starts showing a 6-digit code that refreshes every 30 seconds. Type the current code into the One time password field.
5. Finish the rest of the setup form and select Complete Setup. On all future logins, open the app and enter the current code when prompted after your password.

Tip: Authenticator app codes refresh every 30 seconds. If you enter a code and it is rejected, wait a few seconds for the next code to appear and try again. Do not reuse the same code after it has cycled.

Supported Authenticator Apps

The following authenticator apps are known to work with ThreoAI:

• Google Authenticator (iOS and Android)
• Microsoft Authenticator (iOS and Android)
• Authy (iOS, Android, and desktop)
• Any other app that supports the TOTP (Time-Based One-Time Password) standard

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Changing Your MFA Method

You can switch methods at any time from your Profile. This is useful if you want to move from email verification to an authenticator app for added security, or if you need to switch back to email because you changed phones.

1. Select your profile avatar in the top-right corner of ThreoAI and choose Profile, or go straight to https://threo.synthreo.ai/profile?tab=security.
2. Open the Security tab. The first section is Two-factor authentication, described as “Choose how you verify your identity when signing in.”
3. Open the Method dropdown and pick the option you want going forward.
4. A Save new 2FA method button appears as soon as your choice differs from your current one. Select it.
5. If you are switching to the authenticator app and it is not already paired, a Set up authenticator app dialog opens. Scan the QR code with your app, type the 6-digit code into the Confirmation code field, and select Verify & Save.
6. If you are switching to email, no extra verification is needed - the change saves straight away and a “2FA method updated” confirmation appears.

Important: Saving does not sign you out - your current session keeps going. The new method is what you will be asked for the next time you sign in.

Passwords and sessions live in Synthreo ID

The Security tab does not change your password or list your active sessions. Those live in your Synthreo ID account, and the tab links to them: under Password and sessions, select Manage in Synthreo ID to open the right page in a new tab.

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How MFA Works During Login

Once a method is set on your account, every login to ThreoAI follows this process:

1. Navigate to https://threo.synthreo.ai.
2. Enter your email address and password, then click Sign In.
3. A Confirmation code field appears on the login screen.
4. Depending on your method:
   • Email: Check your inbox for a new verification code and enter it.
   • App: Open your authenticator app and enter the current 6-digit code shown for ThreoAI.
5. After entering the correct code, you are taken to the ThreoAI home screen.

If you enter an incorrect code, you can try again. There is no need to re-enter your password unless you navigate away from the login screen entirely. Repeated wrong codes temporarily block further attempts, so wait a few minutes before retrying rather than guessing.

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Troubleshooting MFA

Not receiving email codes?

• Check your spam or junk folder. Verification emails from ThreoAI (sent by noreply@synthreo.ai) may occasionally be filtered by your email provider. Look in your spam, junk, or promotions folders.
• Confirm your registered email address. Open your Profile Settings to verify the email address on file. If the address is incorrect, contact your ThreoAI administrator to update it.
• Check for email delivery delays. Some corporate email systems may delay external messages. Wait a few minutes and check again before requesting a new code.
• Whitelist the sender. Ask your IT team to add noreply@synthreo.ai to your organization’s email allow list to prevent future filtering.
• Contact your ThreoAI administrator if you still cannot receive codes after trying the steps above. Your administrator can reset your MFA configuration or verify your account email.

Authenticator app code not working?

• Verify your phone’s clock is set to automatic/network time. Authenticator apps generate codes based on the current time. If your phone’s clock is even slightly off (manually set or drifting), the codes will not match what the server expects. Go to your phone’s Date & Time settings and enable “Set automatically” or “Use network-provided time.”
• Wait for the code to refresh. Codes cycle every 30 seconds. If a code was close to expiring when you entered it, the server may have already moved to the next code. Wait for the next code and try again promptly.
• Make sure you are reading the correct account entry. If you have multiple accounts configured in your authenticator app, confirm you are entering the code for your ThreoAI (Synthreo) entry and not another service.
• Re-pair the app. If codes consistently fail, the secret key in your app is out of sync, and you cannot fix that from the Security tab on your own: Save new 2FA method only appears when you pick a different method from the one you already have, so re-selecting the authenticator option does nothing. Ask your ThreoAI administrator to reset MFA on your account. That clears the second factor and sends you a fresh enrolment link, and you pair the app again from scratch.
• Lost access to your authenticator app? If you have lost your phone, reset your phone, or uninstalled your authenticator app, you will not be able to generate codes. Contact your ThreoAI administrator to reset MFA on your account so you can re-enroll.

Locked out of your account?

If you are unable to log in because MFA is blocking access and none of the steps above resolve the issue, contact your organization’s ThreoAI administrator. An administrator can:

• Reset your MFA enrollment, allowing you to set up MFA again from scratch on your next login.
• Verify or update your registered email address if email codes are going to the wrong address.
• Confirm that your account is active and in good standing.

If your administrator is unavailable, ask your MSP help desk. They escalate to Synthreo through the partner support channel.

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Frequently Asked Questions

Can I use MFA on multiple devices? If you are using email codes, they go to a single email address, so any device where you can check that email works. If you are using an authenticator app, the QR code pairs one app at a time, and re-selecting the authenticator option on the Security tab will not re-open the pairing dialog - that control only reacts to a change of method. To move to a new device, ask your administrator to reset MFA on your account, then enrol the new device from the link they trigger.

Is MFA required for all users? Choosing a method is part of the account setup form, and your organization’s administrator decides which methods your tenant allows. Ask your administrator what your organization requires.

How often will I be prompted for a code? You are prompted each time you log in to ThreoAI. If your session expires or you sign out, you will need to provide a new code on your next login.

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Related

• Logging In - first-time account setup and login steps
• Profile Settings - full profile settings reference including the Security tab
• Reset Your Password - recover access if you have forgotten your password